Call center agent engagement and feedback are more important than ever in today’s high growth business process outsourcing (BPO) industry. CustomerServ ...
If the past few years have shown us anything, it’s that change is the only constant in the business process outsourcing (BPO) world. As we bid farewell ...
Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve ...
The global business process outsourcing (BPO) market is currently valued at over $260 billion and is expected to exceed $500 billion by 2030, according ...
WHERE TO LOOK AND HOW TO VET THE RIGHT PARTNER The right call center or business process outsourcing (BPO) vendor relationships can lead to a great customer ...
Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, especially in the call center outsourcing industry where ...
What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business practice where companies are intentional about ...
If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022 ? Was it ...
With the dramatic growth of global outsourcing, the distinction between nearshore and offshore should be quite clear. But too many people are still referring ...
By Nick Jiwa The right call center or business process outsourcing (BPO) vendor relationships can lead to a great customer experience and sustained ...
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home ...
Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. However, we often overly focus on ...
We initially thought that 2020 was “the” year for change and seismic shifts in the BPO industry — and it was. However, we didn’t know that 2021 would bring ...
We have discussed the prevailing perceptions of global outsourcing in previous articles. The topic always spurs a lot of conversation; however, there is ...
In today’s agile business environment, the Request for Proposal (RFP) can seem like an overly cumbersome process for vetting call center outsourcing vendors. ...
Companies today are finding it increasingly challenging to cut costs without sacrificing quality and customer experience. It is no surprise that “cost-centers,” ...
Encouraging signs of an economic recovery are visible across the U.S. — cities and states are easing restrictions amid widespread vaccinations, businesses ...
Demand for outsourced call centers is becoming increasingly relevant. In 2020, brands, organizations, and government agencies quickly learned that ...