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How average handle time affects customer service outsourcing operation

Average handle time (AHT) is the typical call duration spent by a representative transacting with a customer. Its measure commonly starts from the moment callers reach the line, and it includes escalations, hold time, and post-call processes aside from the actual chat with a call center agent. Several factors determine a call center’s AHT, and […]

Computer stats: What technical support outsourcing firms must know

Computer repair is perhaps one of the most common duties shouldered by most technical support outsourcing firms nowadays. The personal computer has been a household and office staple for years, but users never seem to cease encountering problems with their PCs whether they have owned their unit for years or have just pulled it out […]

Can I use content moderation to manage customer experience?

As customer experience management (CEM) is done by studying interactions between customers and brands, companies rely on customer service channels to gather insights that are useful for their service-tailoring endeavors. Most of them primarily monitor call center logs and purchase history to know the pulse of their market and foster loyalty as a result. As […]

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Open Access BPO
Open Access BPO6 hours ago
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Open Access BPO
Open Access BPO3 days ago
How can you cultivate #inclusivity in a diverse workplace—or any workplace, for that matter? Listen, then learn.

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Open Access BPO
Open Access BPO4 days ago
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Open Access BPO5 days ago
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Open Access BPO
Open Access BPO5 days ago
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Open Access BPO
Open Access BPO6 days ago
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