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!
19
May
2023
Reviewing call sample quality is more than just taking recordings and analyzing random calls. May 2023 According to Forbes, 96% of customers will leave if they receive poor service. While most are willing to endure a few less-than-ideal interactions, they won’t keep doing business if service…
04
April
2023
The Continued rise of the remote workforce has created an interesting issue to tackle for employers. April 4 2023 It has become a pressing concern for businesses to strike the right balance between remote work and how much needs to be done in the traditional setting. Businesses need an internal…
06
March
2023
Award designates Transparent BPO as one of the world’s best outsourcing services providers ROCKVILLE, MD, March 6, 2023 — Transparent BPO, a leading nearshore and offshore contact center solutions provider, is pleased to announce the company’s selection for The 2023 Global Outsourcing 100® by the International Association of Outsourcing Professionals® (IAOP®). This…
23
February
2023
Developing Your Talent Pipeline and Other Hot Topics Training, leadership development, learning and performance professionals came together in Orlando for the 46th Annual Training Conference & Expo. Hugh Rumbaugh, Director of Digital Learning at Transparent BPO, was our eyes and ears, recording his top takeaways and how they can…
31
January
2023
“Hope” is not a plan to mitigate inevitable risk! By Randy Rollins , VP of Information Technology, Transparent BPO A well-worn mantra circulates throughout information technology circles: “it’s not a matter of if something will go wrong, it’s a matter of when something will go wrong.” Something will inevitably go…
05
January
2023
Hint: Sticking a pin on a map is not the best option By Lance Hale, President, Transparent BPO There is a right way to determine the best location for your outsourced contact center. And then there’s the wrong way. The wrong way is to grab your elementary school globe atlas…
29
December
2022
Tactics to turn underperforming contact center staff into superstars By Steve Dibari and CJ Cardwell , VPs of Operations, Transparent BPO To deliver a great client experience, you have to have great employee engagement in your contact center. Passionate and engaged employees will deliver great service while underperforming agents and…
15
December
2022
Reaping the benefits of compounding interest of a continuing education program. By Hugh Rumbaugh, Director of Digital Learning, Transparent BPO “A progressive-thinking contact center can offer digital courses online, provide classroom instruction, or choose to offer one-on-one instruction through job shadowing or mentoring opportunities. Furthermore, the courses can be prescriptive…
01
December
2022
Your company culture will determine the level of rigor necessary to protect critical data. By Keith Smith, Director of Compliance, Transparent BPO Company culture isn’t frequently uttered in the same breath as information security and compliance regulations. ‘Client success’ and ‘supportive workplaces’ are corporate values and terms more frequently…
17
November
2022
The answer may lay with your clients and agents. It’s on everyone’s lips. They all seem to be talking about it – from the C-suite to the kitchen table and every business journal is unpacking the advantages of letting employees work from home. And you and your leadership teams are…
