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!
03
August
2023
By Lafayette Moran | VP, Business Development August 2023 In a world where AI is disrupting the traditional customer service landscape, brands are leveraging it to reduce the need for live agent interaction. However, there are still many instances where customers require human assistance in…
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…
12
May
2023
The island paradise boasts a renowned reputation for affable and friendly residents – and this extends into the mentality of local agents. With a perfect location, as well as strong cultural and economic ties to the US – Jamacia has been positioned to be among the most important nearshore locations…
05
May
2023
An experienced partner can align not only your objectives and needs but also be invaluable in aligning with your company culture, but it is not the sole consideration to take into account when looking to outsource. Experience is important. No one will deny that. This is doubly important for any…
13
April
2023
A recent HFS Pulse Survey highlights several primary areas of concern for enterprises looking to outsource their operations: technological disruptions, work environment changes, economic volatility, and intense competition. Despite the ever-evolving remote business landscape, BPO providers have an opportunity to tackle enterprise concerns head-on and make a positive impact. Leveraging…
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…
22
March
2023
Attrition, or employee turnover, is a major concern for call centers and contact centers, as it can (and DOES) significantly impact both their financial performance and their ability to provide high-quality customer service. When attrition boils over While the various triggers for attrition can vary greatly from case by case,…
15
March
2023
Customer satisfaction has been on the decline recently in many businesses across a variety of industries. This dissatisfaction is likely due to a combination of factors, both internal and external By Rob Johnson SVP, Operations From a recent study by the American Consumer Satisfaction Index (ACSI), a sharp decline has…
10
March
2023
How One Recent Article Inspired us to Speak Up and Spark Change in the Industry By Heather Sandusky, VP of Training; Marilyn Soares, VP of Client Services; Natalie Dickey, VP of Finance The President of the Global Services Association of Jamaica, Anand Biradar, is of the belief that over the…
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…
