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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28
August
2018

10 Call Center Quality Monitoring Best Practices for Process Improvement

Call Center Quality Monitoring Make quality monitoring a priorityDefine what quality means to you and your clientsKeep it simpleUse a different QA form for each business linePut a specialist in chargeUnderstand quality monitoring isn’t just about processHire right and train continuallyGet everyone involved in quality monitoringMake quality part of everything…

10 Call Center Quality Monitoring Best Practices for Process Improvement

07
August
2018

Customer Service: The Difference Between Omnichannel and Multichannel Experiences

Which experience does your call center offer customers, omnichannel or multichannel? Do you know the difference? My latest article for Nearshore Americas — Are You Sure Your Customers Are Getting an Omnichannel Experience? — explains the differences. The explanation is necessary because there are many call center environments where providers…

17
July
2018

Training for Behaviors (Not Metrics) Key to Agent Success

Our Mission: “Through training, we develop high-performing employees to support our company’s Mission, Values, growth, and success.” Our Motto: “Our goal is YOUR success.” One word, exemplified in our mission statement and motto, sums up the goal of training and development here at Transparent BPO: Success. It’s a word we…