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!
10
November
2018
The Washington Business Journal listed Transparent BPO as one of 2018’s 75 fastest-growing companies in the DC area. To qualify, each company listed had to be headquartered in the greater Washington DC area, private and independently owned. Companies also had to have revenue growth each year between 2015 and 2017,…
09
November
2018
The end goal of any contact center is to provide outstanding service to its clients and their customers. That starts at the agent level based on their interactions with customers and the ability to take care of the customer’s needs professionally and efficiently. A big part of management’s job is…
24
October
2018
For Immediate Release LAYTONSVILLE, MD (October 24, 2018) — Transparent BPO, a nearshore contact center and business process outsourcer, announced today that it has selected TalentKeepers, a leading employee engagement and retention solutions provider, to conduct an employee engagement survey initiative to better understand and respond to the needs of…
09
October
2018
This post is the second in a 2-part series by Pat Ricken, Director of Training, QA, and Leadership Development, on our process for call center agent training. You can view part 1 here. Too often, contact centers only conduct agent training on the front-end. Sure, they may monitor a…
03
October
2018
For Immediate Release LAYTONSVILLE, MD (October 3, 2018) — Transparent BPO, a nearshore contact center and business process outsourcer, announced today that it had been named by the Washington Business Journal (WBJ) as one of the D.C. area’s 75 fastest growing companies for 2018. Transparent was chosen from among…
02
October
2018
Editor’s note: This post is the first of a 3-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2 and 3 monthly. Companies choose to outsource their lead generation and customer acquisition programs for a variety of reasons. They…
18
September
2018
I recall my first day of being a team leader of a remote monitoring team. I was extremely excited about the promotion and opportunity but remember the anxiety and thoughts of “no one told me how to do this properly.” So, like many people thrust into this new role, I…
11
September
2018
A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016. In an increasingly competitive global marketplace, the margins between price and profit are thinner than ever, and…
06
September
2018
New contact center will increase agent seat capacity to 1,280, the largest in Belize. For Immediate Release LAYTONSVILLE, MD (September 6, 2018) — Transparent BPO, a nearshore contact center and business process outsourcer, announced today that it is expanding operations in Belize with the addition of a 32,900 square…
04
September
2018
My latest article at Nearshore Americas consists of an interview I conducted with Christopher J. Muñiz, Vice President of Service Delivery and Network Support at Beachbody in Santa Monica, Calif. — an experienced buyer of BPO services. In the article, Muñiz outlined three critical areas you should focus…