Understanding the difference between BPO and call centers: a guide for customer support jobs

In the world of customer support, the distinction between Business Process Outsourcing (BPO) and call centers is essential for choosing the best organizational strategy. This article clarifies the differences between these two approaches, discusses their respective benefits, and explains how a workforce management solution like m-work can effectively orchestrate collaboration between internal and outsourced teams.

When should you start using workforce management software?

Effective team management quickly becomes complex as activities diversify and planning needs increase. This article details when it becomes necessary to invest in workforce management software (WFM), what signals should alert you, and how a solution like m-work can transform your organization by simplifying resource management, improving flow forecasting, and increasing overall productivity.

Hot flows vs cold flows: how to properly manage peaks of activity?

In contact centers, the control of activity peaks is based on a differentiated management of hot (urgent) flows and cold flows (plannable). This article analyzes the operational challenges related to these flows and explains how an AI-based solution, such as m-work, makes it possible to anticipate, plan and react effectively, by optimizing both the quality of service and the performance of teams.