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!
11
December
2019
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…
03
December
2019
This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. As we reach the cusp of the new year, what customer experience trends should enterprise brands and their outsourcing partners be watching? To answer that…
18
November
2019
Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders today. Yet, many customer service contact centers place little time or value in cultivating leaders and often limit formal agent training to the initial two-week period — just enough…
12
November
2019
I consistently hear from contact center professionals that attrition in 2019 is higher than ever, and many new-hire classes intended to accommodate seasonal ramps fall short of recruiting goals. But agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact…
04
November
2019
This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag. Some companies are seeing modest gains while others are suffering from what Forrester…
23
October
2019
There’s no need to let a disaster worry you, not when you have a business continuity and recovery plan. With a plan in place, you can face whatever event lands on your doorstep, whether it’s weather-related, a man-made occurrence, geopolitical risk, company-created situation, or something else potentially just as…
30
September
2019
This post — part three of our Expert Interview Series — features Brett Bayduss, Partner, Site Selection Group. Market saturation is one critical factor brands must consider when making contact center site selection decisions. The employee attrition, wage inflation, and hiring challenges due to increased competition that often…
17
September
2019
Belize, where our contact centers are located, is home to Marie Sharp’s, a well-known hot sauce company. While not as popular as Tabasco, the company, named for its founder, produces products made with a unique secret carrot-based habanero pepper recipe. To ensure Transparent BPO achieves the goals our clients…
03
September
2019
This post — part two of our Expert Interview Series — features Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones. Blocking and tackling. It’s a football term that refers to the unglamorous roles played by those on the offensive and defensive lines, but which…
20
August
2019
If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.