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!
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…
30
June
2021
New Language Reflects Who We Are: Who We Aspire to Be By Scott Newman, CEO Culture is important at Transparent BPO. It governs how we conduct ourselves daily. It dictates our commitment to our clients and to our colleagues around the world. A lot of companies talk about their…
28
June
2021
Clients aren’t from Mars and Customer Care Providers Don’t Have to be From Venus By Scott Newman, CEO, Transparent BPO & Tom Silzell, Managing Partner, CX PartnerSource Good relationships just don’t happen. They don’t happen in life and they certainly don’t happen in business either. In the corporate world,…
17
May
2021
Economic Cycles Can Predict the Typical Customer Service Gap By Scott Newman, CEO, Transparent BPO With tireless regularity, the customer care sector is undergoing its predictable feeding frenzy. Once every decade, large, global corporations with thousands of agents spread throughout countless time zones consume smaller, midsized customer care providers. It…
03
May
2021
Customer Experience Skills Augment Company’s Management Ranks Rockville, MD, May 3, 2021 – Alan Jackson has been appointed as Vice President of Business Development of Transparent BPO, a global contact center and business process outsourcer. He reports to Scott Newman, CEO of Transparent BPO. Jackson will be responsible for helping…
28
April
2021
Industry Veteran to Lead Philippines Operations Rockville, MD, April 28, 2021 – Steve DiBari has been appointed as Vice President of Operations of Transparent BPO, a global contact center and business process outsourcer. He reports to Lance Hale, President, Transparent BPO. DiBari will be responsible for the company’s growing operations…
19
April
2021
Pandemic Exposed Weaknesses in Some Customer Care Models By Lance Hale, President, Transparent BPO We’ve all experienced the business impacts of the global pandemic —supply chains were disrupted, employees were sent to Work-from-Home (WFH), and the customer experience was changed. Within the contact center industry, we noticed all of…
25
March
2021
Is the Hospitality Industry Ready to Welcome Guests? By Jason Sterns, Vice President, Transparent BPO While a lot of people are waiting to exhale, business leaders are holding their breath. And they’re holding their breath for one reason – they don’t know if their business is ready for the post-pandemic…
12
February
2021
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