Omnichannel Customer Service
Omnichannel customer service refers to the approach of providing seamless and integrated support to customers across multiple channels and touchpoints, both digital and traditional. Unlike multichannel customer service, which offers various channels for customer interaction in isolation, omnichannel customer service…
Omnichannel Support
Omnichannel support is a customer service approach that integrates multiple communication channels to provide a seamless and consistent experience for customers across all touchpoints. With omnichannel support, customers can interact with a company through various channels such as phone, email,…
Online Outsourcing
Online outsourcing, also known as crowdsourcing or remote work, is a business practice in which tasks, projects, or services are delegated to individuals or organizations located remotely, typically through online platforms or marketplaces. Online outsourcing enables businesses to access a…
Operating VS Finance Lease
Operating lease and finance lease are two common types of lease agreements used in business for acquiring assets such as equipment, machinery, or real estate. While both types of leases allow the lessee (the user) to use the asset in…
Outbound Call Center
An outbound call center is a business operation that makes outgoing calls to customers and prospects. Organizations have a number of reasons to make outbound calls, including sales, collections, surveys, research, fundraising, and proactive customer notifications.
Outcome-Based Contracts
Outcome-based contracts, also known as performance-based contracts or results-based contracts, are agreements between a client and a service provider in which the compensation is tied to the achievement of specific outcomes or results, rather than the completion of tasks or…
Outsourcing
Outsourcing is the business practice of hiring a party outside a company to perform services or create goods that were traditionally performed in-house by the company's own employees and staff.
Payroll
Payroll HR, often referred to as payroll and human resources (HR) management, is a crucial function within organizations responsible for administering employee compensation, benefits, and related administrative tasks. This integrated approach combines payroll processing with HR functions to ensure accurate…
Performance-based Contracts
Performance-based contracts are agreements between a client and a service provider where the compensation is contingent upon the achievement of predefined performance metrics or outcomes. Unlike traditional contracts that focus on inputs or activities, performance-based contracts incentivize service providers to…
PPC
PPC, or pay-per-click, is an online advertising model in which advertisers pay a fee each time their ad is clicked. It is commonly used in search engine advertising, where advertisers bid on keywords relevant to their target audience, and their…
Predictive Analytics
Predictive analytics is the practice of using data, statistical algorithms, and machine learning techniques to identify patterns and predict future outcomes or behaviors. By analyzing historical data and applying predictive models, businesses can gain valuable insights into trends, risks, and…
Prescriptive Analytics
Prescriptive analytics is an advanced form of analytics that leverages data, mathematical algorithms, and machine-learning techniques to provide recommendations for decision-making. Unlike descriptive analytics, which focuses on analyzing past data to understand what happened, and predictive analytics, which forecasts future…
Process in BPO Industry
In the Business Process Outsourcing (BPO) industry, processes refer to the systematic steps and workflows involved in outsourcing specific business functions to external service providers. These processes are designed to handle repetitive and time-consuming tasks efficiently, allowing organizations to focus…
Procurement
Procurement is the process of acquiring goods, services, or works from external sources. It involves activities such as sourcing suppliers, negotiating contracts, purchasing goods or services, and managing supplier relationships. Procurement plays a critical role in ensuring that organizations obtain…
Procurement Outsourcing
Procurement outsourcing (PO) is a strategic business process in which an organization delegates its procurement activities to a third-party service provider. This outsourcing arrangement can encompass various aspects of the procurement lifecycle, including strategic sourcing, supplier management, contract negotiation, purchase…
RealPlay™
RealPlay™ is an innovative technology platform designed to revolutionize customer service training through immersive and interactive simulations. Leveraging cutting-edge virtual reality (VR) technology, RealPlay™ enables trainees to engage in lifelike scenarios and practice real-world customer interactions in a safe and…
RFI
RFI stands for Request for Information. It is a formal process used by organizations to gather information from potential suppliers or vendors about their products, services, capabilities, and pricing. RFIs are typically issued as part of the procurement process to…
Robotic Desktop Automation
Robotic Desktop Automation (RDA) is a form of Robotic Process Automation (RPA) that focuses on automating tasks performed on individual desktop computers. Unlike traditional RPA, which interacts with applications at the server or system level, RDA operates at the user…
Robotic Process Automation
Robotic Process Automation (RPA) is a technology that automates repetitive and rule-based tasks by using software robots or "bots" to mimic human actions. RPA bots interact with applications, manipulate data, and execute processes just like humans do, but with higher…
Scale First COO
A Scale-First COO is a Chief Operating Officer (COO) who prioritizes scalability and efficiency in business operations to support rapid growth and expansion. Unlike traditional COOs who may focus on optimizing existing processes and maintaining stability, a Scale-First COO adopts…
Search engine marketing
Search Engine Marketing (SEM) is a digital marketing strategy focused on increasing a website's visibility in search engine results pages (SERPs) through paid advertising. SEM primarily involves pay-per-click (PPC) campaigns, where advertisers bid on keywords relevant to their target audience.…
Search Engine Optimization
Search Engine Optimization (SEO) is the process of optimizing a website to improve its visibility and ranking in organic (non-paid) search engine results. SEO involves various strategies and techniques aimed at increasing the relevance and authority of a website in…
Shared Services
Shared Services is a business model where specific operational functions or support services are consolidated into centralized units and shared among multiple business units or departments within an organization. These centralized units, known as shared service centers, provide specialized services…
Single Customer View
Single Customer View (SCV) is a comprehensive and unified representation of a customer's data and interactions across multiple touchpoints and channels within an organization. It consolidates data from various sources, such as sales, marketing, customer service, and online interactions, into…
Six Sigma
Six Sigma is a data-driven methodology and quality management approach aimed at improving business processes by minimizing variability and defects. Originating from Motorola in the 1980s and popularized by companies like General Electric, Six Sigma focuses on identifying and eliminating…
