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BPO is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a second-party service provider. Learn about the benefits, threats, and challenges of BPO, as well as its sub-segments and examples.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Culture is a major theme in the examples cited. A “business process culture” is a culture that is cross-functional, customer oriented along with process and system thinking. This can be expanded by Davenport’s definition of process orientation as consisting of elements of structure, focus, measurement, ownership and customers (Davenport ...
Customer service is a tough industry to work in, but with the right skills you can be successful and reap the awards of helping clients. Every company has customer service representatives to ...
Outsourcing is a business practice of using external providers to handle internal processes or functions. Learn about the origin, evolution, and benefits of outsourcing, as well as the differences between outsourcing and related concepts such as offshoring, insourcing, and midsourcing.
A call centre is a facility for handling large volumes of telephone enquiries, while a contact centre is a broader concept that includes other communication channels. Learn about the origins, types, and features of call centres and contact centres, and their impact on customer service and labour.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.