The Philippine IT-BPM Industry in Numbers According to the IT and Business Process Association of the Philippines (IBPAP), the Philippines commands an 18% global market share in customer experience, standing tall in IT & digital services, healthcare services, and employee satisfaction...
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...
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 more of the same? And what can we expect in 2023? It’s hard to say how 2022 turned out for many because it “feels” like the year came and went...
With the dramatic growth of global outsourcing, the distinction between nearshore and offshore should be quite clear. But too many people are still referring to all work outsourced outside of the U.S. as 'offshore,' which is incorrect. Outsourcing is often mislabeled as 'offshoring' even at the...
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