As the world becomes more and more digital-first, customers aren’t the only ones opting for easy, digital experiences. Brands are too. Companies looking for an easy way to stay connected with customers in digital channels have catapulted contact center as a service (CCaaS) platforms, powered by...
The global business process outsourcing (BPO) market is currently valued at over $260 billion and is expected to exceed $500 billion by 2030, according to Grand View Research . Outsourcing markets like the Philippines and India are well-established, but saturation, high turnover, and intense...
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 experience and sustained growth for both parties. Partner with the wrong vendors, however, and the experience could be quite different....
When purchasing software, contact centers often overlook key factors, meaning their new software is not the all-in-one solution they were hoping for but rather a band-aid unable to fix a larger problem. And the resulting low performance metrics, agent turnover, and lost profits only cause...
Transform Vendor Management into Partnership Success Your vendors are an extension of your brand. You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. Although these...
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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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...
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