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Offshore vs Onshore
Let’s dive into a topic that’s been on my mind lately: The whole Offshore vs. Onshore contact center debate. There are a lot of myths out there, and I think it’s time to set the record straight. ????First up: Quality. The idea that «offshore = bad service» is outdated. I’ve seen offshore teams that …
BPO company that provides services in native languages
Today I want to share with you why I think this is so important for any business that wants to grow and succeed in the global market. Customer service is the backbone of any company. It’s how you build trust, loyalty and satisfaction among your customers. It’s also how you handle complaints, feedback and …
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The Client-Provider Relationship: The Heart of Successful Outsourcing
Happy Friday everybody. Today I wanted to talk about the Client-Provider Relationship as his topic is often overlooked but is crucial for the success of any outsourcing venture. ???? Why It Matters In the world of outsourcing, it’s easy to get caught up in contracts, KPIs, and bottom lines. While these are undoubtedly important, …
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The Future of Remote Work in Contact Centers
As we navigate through the final quarter of 2023, one topic that continues to gain traction is the role of remote work in contact centers. Today, I’d like to share some insights on this evolving landscape. ???? Remote Work: A Necessity, Not a Luxury The pandemic has shown us that remote work is not just …
El Arte del Cierre: Por Qué Tu Estrategia de Generación de Leads Necesita un Plan de Cierre Sólido
Introducción En el competitivo panorama empresarial de hoy, generar leads es solo la mitad de la batalla. El verdadero desafío radica en gestionar eficazmente estos leads para convertirlos en clientes leales. En Essentiel Outsourcing, creemos que una estrategia de cierre bien definida es la piedra angular de una gestión de leads exitosa. En este artículo, …
Un vistazo entre bastidores: el proceso de puesta en marcha de Essentiel Outsourcing
En Essentiel Outsourcing, el lanzamiento de una externalización de experiencia del cliente exitosa requiere una cuidadosa orquestación y meses de preparación. Al incorporar nuevos clientes de CX, nuestros equipos de proyecto se enfocan en 5 fases clave: Reunión de inicio del proyecto: alineación inicial sobre objetivos, recursos y estrategia. Diseño de procesos: colaborar para mapear …
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Entregando Externalización Exitosa de CX para Nuestros Clientes
En Essentiel Outsourcing, entendemos que la externalización de funciones centrales como la experiencia del cliente (CX) es una decisión estratégica para nuestros clientes. Si bien el ahorro de costos y las ganancias de eficiencia atraen a las organizaciones, el éxito de la externalización no está garantizado. Como socio dedicado a CX, nuestro objetivo es preparar …
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Tendencias Clave que Impulsan la Innovación en Servicios Financieros
El panorama de los servicios financieros está evolucionando rápidamente. Desde nuevas tecnologías hasta preferencias cambiantes de los consumidores, las instituciones financieras deben mantenerse ágiles y visionarias para prosperar en el clima actual. Tras observar la transformación de la industria en los últimos años, hemos identificado 4 tendencias clave que las compañías financieras deben adoptar: …
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IVRs: The engine of personalized customer service
Interactive Voice Response (IVR) systems are more than just automated telephone systems. They are the gatekeepers of customer service, capable of delivering highly personalized experiences that can transform the way your business interacts with your customers. Let's take a deeper dive into the world of IVRs. ???? What is an IVR? An ...
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Business Process Outsourcing (BPO)
???? Moving from an in-house to an outsourced model can seem like a monumental task. Fear of disruption, loss of control and changing dynamics often hold companies back. But what if I told you that this process can be seamless, efficient and ultimately beneficial to your organization? ...
Active listening
Active listening is a critical skill in customer service, especially in the context of call center operations. It's not just about understanding the words that are being said, but also about picking up on the nonverbal cues and understanding the emotions behind the words. ???? Nonverbal cues can give us a lot of information about ...
Building Business Resilience with BPO: Navigating Through Crises and Disruptions
In today's volatile business landscape, resilience is not just a buzzword; it's a strategic imperative. Companies that can adapt and respond to changes and disruptions swiftly are the ones that thrive. Business Process Outsourcing (BPO) plays a pivotal role in enhancing business resilience. Here's how: 1️⃣ Operational Continuity: Ensuring Smooth Operations Amidst DisruptionsBPO providers ensure ...
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Business Process Outsourcing (BPO)
One of the main advantages of telephone customer service is the possibility of having a two-way conversation in real time with the customer.
Tackling Common Customer Service Problems: Leveraging BPO for Solutions
One of the main advantages of telephone customer service is the possibility of having a two-way conversation in real time with the customer.
Some best practices for reps onboarding !!!
One of the main advantages of telephone customer service is the possibility of having a two-way conversation in real time with the customer.
Are you aware of the term "deinfluencing"?
One of the main advantages of telephone customer service is the possibility of having a two-way conversation in real time with the customer.
Multilingual Sales Teams: Strategies, Tools and Best Practices for Success
One of the main advantages of telephone customer service is the possibility of having a two-way conversation in real time with the customer.
Successful Sales Projects in a BPO Environment: The Power of Partnership and Patience
One of the main advantages of telephone customer service is the possibility of having a two-way conversation in real time with the customer.
Detecting red flags: Identifying indicators and triggers of customer churn
One of the main advantages of telephone customer service is the possibility of having a two-way conversation in real time with the customer.