12
February
2021
Transparent BPO Solves Work-from-Home Headaches
“The cutting-edge service of the WorkSecure Suite is among the most unique offerings of its kind in the marketplace today.”
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!
20
May
2020
How Contact Centers are Responding to the COVID-19 Crisis
“While we’re not back to ‘business as usual,’ we are starting to see business reopen and adapt to a new normal,” said customer service expert Shep Hyken. We tend to agree with Hyken’s assessment, but for contact centers specifically, what does “business as usual” in this “new normal” look…
14
May
2020
10 Tips to Set KPIs to Align with Your Company’s Goals
We are surrounded in our day-to-day world by metrics and measurements that track how we are doing, from the gauge in our cars that ensures we aren’t speeding to the number on the bathroom scale we might not agree with at times. Despite the comfort level with metrics in our…
06
April
2020
Adapting to the COVID-19 Pandemic: Transparent BPO’s Story
by Scott Newman, CEO Over the past two weeks, Transparent BPO has undertaken a serious initiative — to deploy 850 brick and mortar contact center agents to a work-from-home (WFH) environment. This was no small task, and I am beyond proud of how our company…
11
March
2020
The ROI of Contact Center Benchmarking
“If you can’t measure it, you can’t improve it.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. And…
12
February
2020
How to Make Customers Fall in Love with Your Brand [infographic]
by Jason Sterns “How do I love thee? Let me count the ways.” That phrase, from Sonnet 43 by Elizabeth Barrett Browning, would be music any brand’s ears… were it coming from a customer. But the question uppermost on the minds of customer service and CX professionals is, “How…
14
January
2020
7 Pivotal Contact Center Trends for 2020
Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future. Some, such as the use…
19
December
2019
Top 10 Transparent BPO Blog Posts of 2019
by Paul Chaney As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. They cover a wide range of topics, from quality monitoring to call center outsourcing to agent training to customer experience and more. Most were penned by members of our…
17
December
2019
The Transparent Story: 2020 Vision for the Future
This post is the second of a two-part series commemorating our 10th anniversary. Part one focused on our origin story. In this part, we look back at where we’ve come over the past ten years and ahead to highlight our “2020 Vision” for the future. by…
11
December
2019
The Transparent BPO Story & Vision: Our Beginnings
To commemorate our 10th anniversary, I have written a two-part series outlining Transparent BPO’s history and vision. In this part, we take a look back at our beginnings. Part two will focus on where we’ve come over the years and our “2020 Vision” for the future. by Scott…