Outsourcing Insights

Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!

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22
November
2021

Designing a Path for Career and Leadership Development

An engaged learning culture builds bench strength, expertise, and loyalty to the Transparent BPO brand By Pat Ricken, Director, Leadership Development, Transparent BPO Many organizations in our industry- in fact, most – are reactive, offering learning solutions only when issues become problems or talent needs become urgent. The dynamic…

03
November
2021

What COVID Taught Us About Resiliency

Diversification, in its many forms, protects your business. By Lance Hale, President, Transparent BPO and Tom Silzell, Managing Partner, CX SolutionSource The pandemic laid bare a lot of truths in business. We missed working in the office. We didn’t miss working in the office. We missed the daily…

12
October
2021

Recruiting and Training World Class Customer Care Agents

The right attitude is only the first step to becoming a successful agent. By Pat Ricken, Director, Learning & Leadership Development, Transparent BPO In today’s all too impersonal digital world, interpersonal skills are almost non-existent. Many find it too easy to block or “unfriend” someone who challenge or frustrates us.

29
July
2021

Pursuing a ‘Service-First’ View of Digital Transformation

Customer care providers should focus on clients, customers, and employees to achieve the right balance. By Jason Sterns, Vice President of Business Development, Transparent BPO The customer care industry has lost sight of a ‘service-first view of digital transformation.’ Too often, providers mention the term to prospective clients and then…

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