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voice analytics

Is voice analytics the future of tech support call centers?

Your help desk staff would certainly have an easier time doing their jobs if your callers would say exactly what they were thinking at all times. Unfortunately, human beings tend to hide their true thoughts and emotions, making it harder for call center employees to identify the best ways to achieve caller satisfaction. For companies using outsourced technical support, the potential for difficulties is even greater, as these call center operatives may have a harder time picking up on voice cues due to a lack of cultural understanding. A new technology known as voice analytics is offering help desk operators a solution to this problem. According to an <a href=”http://www.nytimes.com/2013/10/13/business/in-a-mood-call-center-agents-can-tell.html” data-cke-saved-href=”http://www.nytimes.com/2013/10/13/business/in-a-mood-call-center-agents-can-tell.html”>article in the New York Times</a>, companies like the Israeli […]

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common mistakes

Help Desk – 5 Common Mistakes You Should Avoid

A tectonic shift is re-shaping the face of business worldwide and you may need to explore it to grow your business. Small-to-medium size businesses (SMB) are using technology to become global forces. If you’re looking to become a global force too, a proven strategy that will help is contracting support. Contracting Support Can Help It can transform your business, create a dynamic competitive advantage, and level the playing field—all while cutting costs. What’s not to like? But call center outsourcing can be a challenge if you’re new to it. To launch an effective project you need to avoid crippling common mistakes. 6 Common Mistakes SMBs Make When Contracting Tech Support: 1. Failing To Fully Check Out A Third-Party Provider This […]

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Offshore Projects

6 Essential Metrics To Measure Your Offshore Projects

Measure Your Offshore Projects. “If  You can’t manage what you can’t measure.” It’s an old saying. But it’s true—especially when it comes to offshore call center & tech support measure your offshore projects. If you want to gauge the full impact of offshoring a tech support function, for example, you must be able to measures its progress. Otherwise, it’s all for naught. Some managers gauge progress based on just one set of numbers: their SLA metrics. This is a necessary effort. But savvy managers also gauge projects based on process enhancement—an equally telling set of criteria. Combing these assessments reveals a provider’s overall performance—one of the most critical keys to achieving offshore project success. More Than Cost Cutting Offshore projects […]

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managed projects

How To Set Goals For Your Managed Projects

How do you define managed projects success at your company? If you said it’s completing projects on time and on budget, you’re wrong. And it could be costing your business hundreds of thousand of dollars. Successful projects deliver tangible business results like reducing corporate costs by 10% or boosting revenues by 15%. As the manager, you might not think it’s your job to tie projects into business results. But it is. And the best way of doing this is by setting the right project goals—goals designed to generate tangible business benefits. Below is a 6-step process that can help you set the right goals for your next tech support outsourcing project: Step 1: Determine KPIs For Managed Projects KPIs are […]

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