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
July
2018
Our Mission: “Through training, we develop high-performing employees to support our company’s Mission, Values, growth, and success.” Our Motto: “Our goal is YOUR success.” One word, exemplified in our mission statement and motto, sums up the goal of training and development here at Transparent BPO: Success. It’s a word we…
10
July
2018
I attended Nexus 2018, a nearshore outsourcing conference hosted by Nearshore Americas, last month in San Francisco, where I had the opportunity to interact with many organizations that have BPO and IT operations in LATAM. The conference attendees were friendly and engaging. Everyone I met, from a…
02
July
2018
Much has been written lately about the use of artificial intelligence and automation in contact centers. Our VP of business development Jason Sterns penned a feature article for Nearshore Americas entitled High-Tech Demands High-Touch: Why Advances in AI Won’t Replace Live Agents outlining ways technology will impact the…
04
June
2018
Belize, the Central American country bordered by Mexico and Guatemala, is known for many things: beautiful beaches, pristine Caribbean waters, ancient Mayan ruins, rainforests filled with exotic flora and fauna, and much more. Thinking of Belize as a nearshore outsourcing destination, however, rarely crosses anyone’s mind. To be clear,…
22
May
2018
Recently, I had an opportunity to attend the SOCAP Southwest chapter meeting in Denver, which focused on the use of artificial intelligence (AI) in the contact center. The meeting consisted of a series of sessions addressing various aspects of AI and automation technology. Here’s a brief run-down: AI in…
30
April
2018
I attended the PACE 2018 Convention & Expo in Atlanta April 15-18. Here’s a summary of the events I participated in along with my observations and insights regarding the experience. Sunday The event kicked off Sunday night with a networking session filled with friendly people, engaging vendors,…
10
April
2018
A phone call with a live agent is still the number one channel for customer service despite the many options currently available (IVR, chat, email, and more). That’s according to the 2018 Contact Center Satisfaction Index (CCSI), a report compiled each year by market research consulting firm CFI…
06
April
2018
Transparent BPO is continuing our engagement with and contribution to the BPO contact center outsourcing industry this year through attendance at several upcoming conferences. We will take the new insights we come back with and implement within our Belize call centers and share them with our customers as well. We look…
11
August
2017
Motivating employees is challenging. It’s true in any industry, but particularly in the call center world. Set up a game during work hours: “It’s too loud; my customers can’t hear me.” Set it up after hours: “Will I get overtime for that?” Create a reward for attendance or performance: “The…
01
June
2017
In a BPO, agent development starts with knowledge: that is, understanding your brand, the industry, your products, and processes. Knowledge is typically provided through EDUCATION — teaching agents how the business works so they can find an answer and describe the prescribed solution. The purpose of education is to impart…