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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12
November
2019

Three Drivers of U.S. Contact Center Agent Attrition & One Cost-Effective Solution

I consistently hear from contact center professionals that attrition in 2019 is higher than ever, and many new-hire classes intended to accommodate seasonal ramps fall short of recruiting goals. But agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact…

3 Drivers of U.S. Contact Center Agent Attrition & 1 Cost-effective Solution

04
November
2019

Convenience: The #1 Way to Improve Your Brand’s Customer Experience

This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag. Some companies are seeing modest gains while others are suffering from what Forrester…

Convenience: The #1 Way to Improve Your Brand’s Customer Experience

30
September
2019

How Market Saturation Affects Contact Center Site Selection Decisions [infographic]

This post — part three of our Expert Interview Series — features Brett Bayduss, Partner, Site Selection Group. Market saturation is one critical factor brands must consider when making contact center site selection decisions. The employee attrition, wage inflation, and hiring challenges due to increased competition that often…

How Market Saturation Affects Contact Center Site Selection Decisions

12
September
2019

Transparent to Open Contact Center in Belmopan, Belize

FOR IMMEDIATE RELEASE Belmopan expansion will provide hundreds of employment opportunities for Cayo district residents LAYTONSVILLE, MD (September 12, 2019) — Transparent BPO, a nearshore contact center and business process outsourcer, today announced plans to open a contact center, it’s fourth, in Belmopan, Belize in 2020. The expansion marks the first…

Belmopan contact center building