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. ...
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 to 2023 — a year marked by economic fluctuations, workforce scarcity, and increased automation — we can’t help but look forward to what 2024...
Balanced scorecards provide a holistic view of an organization’s site, program, department, team or employee performance. Rather than analyzing individual key performance indicators (KPIs), a balanced scorecard measures financial, customer, and internal processes along with learning and...
There are many opinions when it comes to outsourcing, and whether outsourcing your contact center is the right approach for your company. On one hand, some feel they might lose control of the customer experience if they outsource, while others believe outsourcing is the only way to go. The good...
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