Magellan Solutions

FEBRUARY 2, 2022

As the top call center country of the world , the Philippines continuously impress global leaders because of its educated workforce, efficient labor practices, industry expertise, low labor cost, and strategic location. A Brief History of the Call Center Industry in the Philippines. The call center industry generated $8.9

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Magellan Solutions

MAY 14, 2021

Amidst the pandemic, entrepreneurs are looking to ditch their traditional call center partner. In April 2020 Deloitte conducted a study on various global companies and they found out that 22% of companies are planning on outsourcing more. Why are companies not impressed with Traditional Contact Center Companies anymore?

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Beyond Philosophy

JANUARY 5, 2021

So, for better or worse, we shall do that for 2020 as well. We shared both personal and business things that 2020 has taught us on a recent podcast. At the beginning of the pandemic, I was talking to a client who moved a 500-person call center to work from home in only 15 days. I thought I would share them here as well.

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Magellan Solutions

FEBRUARY 4, 2021

The COVID-19 pandemic accelerated the adoption of new technologies in the BPO industry. In fact, according to ADB : “Companies deploying 4IR technologies were likely to recover. Yet according to an online job portal, the BPO industry is the top hiring sector for 2020. With 23% hiring activity in 2020.

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TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

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TechSee

MAY 4, 2021

When the pandemic hit back in March 2020, customer service operations went into crisis mode. Physical contact centers were shut down, with agents hastily transitioned to a work from home (WFH) model and field service crews immobilized, yet calls from customers for assistance skyrocketed. Business Continuity in Times of Crisis.

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Magellan Solutions

JULY 14, 2021

Thus, it results in employees that are already familiar with the basics of technology and skills. These are what local call center companies in the Philippines look for in candidates. One example is in local call center companies in the Philippines. Technology hubs. door-to-door shuttles. Commercial hubs.

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Talkdesk

AUGUST 26, 2019

It’s time to adopt technological changes and fight for growth and opportunity. One of the first adoptions contact centers can make is to adopt a cloud contact center solution (CCaaS). Do you know how likely companies are to have a formal “no-cloud” policy in place come 2020? According to Gartner , the answer is 0%.

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Call Experts

FEBRUARY 12, 2020

AI-powered technology that addresses the needs of a changing workforce. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers. One call can change your business!

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TechSee

OCTOBER 2, 2018

Field tech support has already begun merging the digital and physical worlds by utilizing immersive technologies – such as augmented reality (AR), mixed reality (MR) or virtual reality (VR) – to manipulate real-life objects. Technical Support in the age of Digital Twins. Here are some sample use cases: Predictive analytics and maintenance.

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Thematic

DECEMBER 9, 2019

Digital transformation is the process of enhancing or changing the traditional way of doing business through the use of technology. Welcome to 2020! Traditional tech companies cannot be called tech companies anymore. It’s fair to say that technology is taking over the world. But more about this later in the article.

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Ecrion

FEBRUARY 18, 2020

Here you can find some of the expected customer experience trends to keep in mind through 2020 and beyond. Since the stakes are higher than ever, it pays to know the customer experience trends for 2020. Today, most call centers will also leverage tools such as knowledge bases and FAQs to help answer questions their customers have.

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Magellan Solutions

AUGUST 25, 2021

Case in point: 3D technology market. In this article, we will discuss the direct relationship of 3D technology and outbound telemarketing services Philippines. The Coming of Age of 3D Technology. Telemarketing companies Philippines and 3D technology seem to belong in different business spaces. Telemarketing.

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TechSee

APRIL 3, 2018

Technology-based customer retention solutions provide powerful platforms and fresh approaches, and most importantly, practical frameworks and processes to successfully engage with customers at scale. In fact, data from Walker predicts that customer experience will overtake price and product as the key brand differentiator for B2B by 2020.

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Daniel Group

MARCH 26, 2020

Update: March 18, 2020. The technology supporting our core survey system, from importing/uploading your data files, to conducting surveys, to sending alerts and displaying results in our portal are all driven by a system housed in a secure Tier 1 data center in Charlotte, NC, with cloud-based backup and disaster recovery systems.

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ShepHyken

JUNE 1, 2020

Smarter CX) This article shares how Pella improved their strategy, technology, and metrics to deliver exceptional experiences. ” How to improve call center performance when there is a staff shortage by Krishna Charan. My Comment: If you are in a customer support/contact center, then this article is a must-read.

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BirdEye

OCTOBER 16, 2020

Technology (surprise, surprise). The path of least resistance was in adapting the resources institutions already had (such as drive-thru and call centers), or to accelerate projects that became critical to the operation of the credit union (which inevitably involved digitalization, remote, and virtual operations) powered up by technology.

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CX Accelerator

JULY 1, 2020

Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick. This company bumped up their 2022 digital transformation strategy to 2020. Now more than ever, technology is vitally important.

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Optimove

MAY 18, 2020

” In this blog, I’ll share Optimove’s interpretation of the 2020 Magic Quadrant results and help marketers better understand them. Download a complimentary copy of the full report, Gartner’s Magic Quadrant for Multichannel Marketing Hubs 2020, to learn more.

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Oracle

DECEMBER 3, 2019

Here’s our take on 20 important CX changes from Y2K to 2020. Chatbots are increasingly replacing call center agents as the first line of customer service inquiry. As we move into the third decade of the new Millennium, it’s helpful to take a look at the past to see how it will inform the future.

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BlueOcean

OCTOBER 7, 2021

This has turned the traditional thinking about customer experience on its head, and call centers are responding in kind. Industry-wide, hold times increased by 50% during the pandemic as contact centers dealt with all manner of upheaval, including wild swings in arrival patterns and staffing challenges in some hard-hit regions.

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Win the Customer

MARCH 3, 2015

According to a report by Accenture, purchases made by millennials will comprise 30% of retail sales by 2020. Call Center Communication Customer Experience Customer Service Technology' Age demographics have a real impact on preferences for customer service contact channels, and […].

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C Space

JULY 2, 2020

The Brand Move Roundup – July 2, 2020. Tesla remains significantly ahead of peers in product range, capacity and technology.”. Brand Move Roundup – July 2, 2020. Brand Move Roundup – July 1, 2020. Brand Move Roundup – June 30, 2020. Brand Move Roundup – June 29, 2020. Read More.

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CX Accelerator

JULY 1, 2020

Another large call center (over 900 agents) with an on-premise solution was doing their best to physically distance agents, but only 52% of their employees came to work out of fear of getting sick. This company bumped up their 2022 digital transformation strategy to 2020. Now more than ever, technology is vitally important.

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Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

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Magellan Solutions

AUGUST 28, 2021

Call centers and business process outsourcing industry in the Philippines have evolved over the last decade to become the front line for customer interaction in a variety of organizations. . Call centers can help create the same type of relationship in distance education. . The Role BPO Philippines Plays in Education.

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Talkdesk

MARCH 20, 2020

After demanding the immediate closure of the largest call centers, Portugal’s Call Center Workers Union (STCC) decided to strike to force companies to create telework conditions and prevent the transmission of the new coronavirus. First, those outsource call centers are also at risk of being infected and/or shut down.

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BlueOcean

MARCH 26, 2018

With predictions that 85% of all customer interactions will happen without customer service agents by 2020, it’s easy to assume the customer service world’s perspective might be clouded by doom and gloom. Artificial Empathy: Call Center Employees Are Using Voice Analytics to Predict How You Feel.

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NICE inContact

AUGUST 11, 2020

Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help.

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Inbenta

MAY 16, 2022

2020 saw spending drop to $1.3 One of the biggest advantages of using AI technology is the incorporation of machine learning. It’s already predicted that revenue for telecommunication AI technology is going to grow exponentially. Empathy factors highly into whether a customer will leave a call experience feeling satisfied.

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TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Rejecting doomsday predictions that robots will take their jobs, many agents are embracing AI technology.

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VDS

SEPTEMBER 17, 2020

Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability. The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. More, customers want seamless, effortless experiences.

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Magellan Solutions

AUGUST 3, 2021

Like any other bootstrapped startup, Rocket Resume enlisted the help of a Philippine call center vendor to assist them with the growing number of customer inquiries. In 2020, SeatGeek was named as the “17th Hottest Brands in Influencer Marketing” by Insider.com and a “2020 GameChanger” by Sports Business Journal.

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Lumoa

NOVEMBER 7, 2022

Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. According to a 2020 study on personalization by Epsilon and GBH Insights, “the vast majority of respondents (80 percent) want personalization from retailers”.

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delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. According to Salesforce , customer expectations are at an all-time high.

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TechSee

APRIL 24, 2018

DIY unboxing can reduce costly technician visits or call center inquiries, and avoid costly no-fault-found (NFF) returns, which, according to Accenture , accounts for 68% of products returned to the manufacturer. With a growing number of DIY enthusiasts purchasing consumer electronics, this type of hands-on guidance is in high demand.

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Magellan Solutions

AUGUST 25, 2021

Rather they start with your reservation department or a call center. If that first call is already rude, unhelpful, incompetent, and does not exude professionalism, then your brand’s image could be in trouble. Only 14% of tested call centers asked Discovery Questions. Severely hurting your business.

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