Call center agent engagement and feedback are more important than ever in today’s high growth business process outsourcing (BPO) industry. CustomerServ is proud to present our comprehensive global market research study of call center agents in over 25 countries. We hope this report provides...
The Year of the Wood Dragon 2024 is the year of opportunities and evolution. In the Business Process Outsourcing (BPO) industry, this theme means technological advancements and shifting dynamics. Below we explore the four key trends poised to reshape the outsourcing landscape this year. ...
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....
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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