Category: BPO

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments while maintaining quality service and strict compliance. Add to that complexity an increasingly strict regulatory environment and you’re left with collections firms under pressure to make sweeping and costly changes in order to remain competitive in […]

The CallMiner monthly webinar series presents best practices in applying interaction analytics to address business objectives. Presenters are users of interaction analytics solutions and experts on various topics related to call center performance and compliance. Check out some of our more recent webinars. How to Use Automated Analytics to Reward Agent Compliance & Performance Join […]

In today’s rapidly evolving digital landscape, it’s not uncommon for companies to outsource customer-related services such as contact center solutions to a third-party provider. In fact, research from ContactBabel shows that 38% of UK organizations rely solely on virtualized contact centers; nearly half (46%) of medium-sized organizations in particular use virtualized contact centers. With the […]