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!
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
“The cutting-edge service of the WorkSecure Suite is among the most unique offerings of its kind in the marketplace today.”
20
May
2020
“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
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
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
“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…
