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!
23
March
2022
Redundancy plan necessary to limit exposure By Scott Newman, CEO, Transparent BPO An innocent-sounding decision to help local businesses in the Philippines risks upending the BPO industry here. As with all government decisions, some background is helpful. During the height of the pandemic, the Fiscal Incentives Review Board (FIRB) announced…
10
March
2022
A Gap in Talent is Following Closely Behind By Jason Sterns, VP of Business Development The U.S. labor market is unrecognizable. Economists are at a loss trying to predict what pattern will emerge. In the olden times – the days prior to COVID-19 – economists would describe the economic elephant…
13
January
2022
BPO Industry Leader is First Jamaican-based Employee as Company Expands in the Caribbean Rockville, MD, Jan. 13, 2022 – Jonathan Hummel is joining Transparent BPO, a global contact center and business process outsourcer, as vice president of operations in Jamaica. As Transparent BPO expands to a new 1,500-seat facility…
05
January
2022
Nearshore and Offshore options offer quality, cost-competitive alternative By Dean Birtwell, Vice President, Business Development, Transparent BPO The start of a new year traditionally gives us a sense of renewal. A fresh start. A chance to turn the page. A time for new resolutions and a new outlook. Professionally,…
16
December
2021
Caribbean Nation Expands Nearshore Capacity By Scott Newman, CEO, Transparent BPO Jamaica is a natural fit for Transparent BPO’s growth strategy. After visiting and evaluating several locations within a few hours of the U.S. mainland, this market just made sense. And we found great potential in other markets – great…
22
November
2021
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
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
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.
02
September
2021
Where have all the customer care agents gone? By Marilyn SoaresVP of Client ServicesTransparent BPO Welcome to the new economy. Businesses continue to rethink their supply chains and their vendor relationships but the single most disruptive factor the pandemic revealed was the volatility in our labor ranks. The labor…
29
July
2021
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…
