Measuring tape
Time to resolve a customer issues
What is AHT?
Informal idea-sharing session
What is brainstorming?
Known as the "BPO capital of the world"
What is Philippines?
Hearing others attentively
What is listening?
Software bots mimicking human tasks
What is RPA?
Percentage of happy clients
What is CSAT?
Teamwork across functional groups
What is collaboration?
Second largest English speaking population
What is India?
Staying calm under pressure
What is composure?
AI predicting customer behavior
What is analytics?
Percentage of clients that recommend your service
What is NPS?
Boosting company spirit
What is morale?
Nearshore hub for US outsourcing
What is Mexico
Finding mutual benefits
What is compromise?
Secure, decentralized data ledger
What blockchain?
Rate of first call fixes
What is FCR?
Improving efficiency
What is optimization?
Emerging African BPO leader
What is South Africa?
Reading nonverbal cues
What is observation?
Cloud-based process scalability
What is computing?
Success depends on Erlang calculation
What is Service Level?
Long term goal plan
What is vision?
Eastern European outsourcing hotspot
What is Poland?
Convincing with arguments
What is persuasion?
Ultra-fast network boosting IoT
What is 5G?