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Building the Culture of a Modern BPO in the Shadow of Zappos

Author: Yoni Epstein Date: December 18, 2020 The founder of Zappos, Tony Hsieh, passed away in tragic circumstances recently at the far-too-early age of 46 . Hsieh built Zappos into a phenomenal business that Amazon bought in 2009 for $1.2 billion, but he stayed on as CEO until his...

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“Big Things Are Happening for Vieux-Fort” — Chastanet Says After itelbpo Stop

St. Lucia News Online | July 4, 2020 Prime Minister Allen Chastanet surprised staff at the itelbpo Smart Solutions call centre on Saturday, July 4. Chastanet said on Facebook that he made a “quick unscheduled stop at the newest state of the art call centre based in Vieux-Fort”. “I was...

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Rainbow Shops’ Adoption of Kustomer CRM Platform Just Weeks Before Peak Holiday Shopping Delivers Seamless, Efficient Customer Experience

by: Kustomer November 24, 2020 Kustomer Quickly Helps Rainbow Shops Reduce Abandon Rate by 60%, Improve Agent Satisfaction And Deliver A Modern Customer Experience New York, NY – November 24, 2020 – Rainbow Shops , a fashion retailer with 12,000 employees worldwide, today announced...

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Why You Should Outsource Your Customer Service

Outsourcing started as a modest way to reduce costs. Lower labor rates in places like India and the Philippines, along with technology advancements, created opportunities to drive efficiencies in large organizations while tapping into a new talent source. Today, it's a whole new ball game. The...

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Outsourcing in Jamaica: Your Questions, Answered

Why is Jamaica such a desirable nearshore customer service support location? On November 20, HGS hosted a webinar featuring speakers to address just that. Our attendees heard about the benefits of Jamaica nearshoring from three experts: Gloria Henry, President of the Business Process...

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Conversations with Clients: Gladys Labradores, Conduent Philippines

This past August, Shreekant Vijaykar, director for Asia Operations for COPC Inc., had an opportunity to sit with Gladys Labradores, regional director for Conduent, in Manila, Philippines. Gladys is a seasoned BPO leader with proven expertise in service operations and contact center strategies....

Blog Entry
Outsourcing: The Challenge of Agent Engagement

In a follow-up to the #Outsourcing Briefing held this past June in Richmond, VA, @LeAnne Crocker and I moderated Monday's Outsourcing interest group session at Customer Response Summit – Denver. Armed with key questions distilled from the Richmond event, we asked attendees to gather together...

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Communicating with Vendors: When in Doubt, RECAP

I have learned, through much trial and error, to improve the importance of quality communication with my vendors, and in my experience it all comes down to five key elements. As it happens, these five elements can be neatly summed up in an easy to remember (and very apt) acronym: RECAP. R...