『Call Center Outsourcing Podcast』のカバーアート

Call Center Outsourcing Podcast

Call Center Outsourcing Podcast

著者： Focus Services LLC - BenJoe Markland
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10月19日まで。※適用条件あり
The Call Center Outsourcing Podcast by Focus Services explores the latest trends in call center outsourcing, AI-powered customer support, and global BPO strategies. Hosted by Jan Santafede, VP of Marketing and Felipe Escobar, Director of Marketing and Desing, this podcast delivers expert insights on scaling customer experience, improving operational efficiency, and leveraging AI solutions for call center environments. Learn how companies are transforming support operations through outsourcing, automation, and omnichannel customer engagement.2026 マネジメント マネジメント・リーダーシップ 経済学
エピソード
  • Customer Service Quality Assurance: A Complete Guide

    Customer Service Quality Assurance: A Complete Guide
    2026/10/13
    Customer Service Quality Assurance: A Complete Guide — a concise, practical walkthrough of why customer service quality assurance is a strategic imperative for contact centers and the concrete steps to design, measure, and evolve a modern QA program. Based on the Focus Services guide (https://www.focusservices.com/customer-service-quality-assurance/), this episode covers why QA matters, the strategic role of quality assurance in contact centers, building a foundation for service excellence, designing QA scorecards, sampling methodologies, speech analytics and AI-enabled evaluation, turning evaluation into coaching and performance improvement, multi-channel quality assurance, calibration sessions, and future trends like predictive quality analytics and real-time coaching. Listeners will hear practical KPIs and targets, sample scorecard weightings, sampling mixes, and recommendations for continuous improvement across voice, email, chat, and social channels.

    To learn more about how call center outsourcing and AI solutions can improve your customer support operations,

    visit:
    https://www.focusservices.com

    Podcast may feature AI-generated material for voice enhancement and keyword analysis.

    This episode includes AI-generated content.
    続きを読む 一部表示
    6 分
  • Contact Center Monitoring: Best Practices & Tools 2026

    Contact Center Monitoring: Best Practices & Tools 2026
    2026/10/09
    Contact Center Monitoring: Best Practices & Tools for 2026 — a concise guide to modern contact center monitoring from Focus Services. We walk through why monitoring matters, the core components of quality assurance, how to design sampling and calibration programs, and the role of speech analytics, AI, and real-time dashboards. Chapters cover scorecards and weighting, sampling models, technology selection, compliance and PCI best practices, turning monitoring into coaching, and global outsourcing considerations. Learn practical guidance on quality scorecards, calibration targets, automated quality scoring, predictive analytics, and building monitoring programs that drive measurable performance improvement. Source: https://www.focusservices.com/contact-center-monitoring/

    To learn more about how call center outsourcing and AI solutions can improve your customer support operations,

    visit:
    https://www.focusservices.com

    Podcast may feature AI-generated material for voice enhancement and keyword analysis.

    This episode includes AI-generated content.
    続きを読む 一部表示
    5 分
  • Call Center QA: Best Practices for Quality Assurance

    Call Center QA: Best Practices for Quality Assurance
    2026/10/06
    Call Center QA: Best Practices for Quality Assurance — a concise guide to building modern call center quality assurance programs. Based on the Focus Services blog (https://www.focusservices.com/call-center-qa/), this episode walks through defining quality, designing scorecards, sampling strategies, AI-enabled call center QA and speech analytics, calibration and inter-rater reliability, coaching, measuring QA program effectiveness, omnichannel evaluation, compliance, and building a quality culture. Chapters cover scorecards, sampling, AI-assisted evaluation, calibration benchmarks, coaching best practices, evaluation coverage improvements, and connecting QA to customer satisfaction and business outcomes.

    To learn more about how call center outsourcing and AI solutions can improve your customer support operations,

    visit:
    https://www.focusservices.com

    Podcast may feature AI-generated material for voice enhancement and keyword analysis.

    This episode includes AI-generated content.
    続きを読む 一部表示
    5 分
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