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
September
2018
A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016. In an increasingly competitive global marketplace, the margins between price and profit are thinner than ever, and…
04
September
2018
My latest article at Nearshore Americas consists of an interview I conducted with Christopher J. Muñiz, Vice President of Service Delivery and Network Support at Beachbody in Santa Monica, Calif. — an experienced buyer of BPO services. In the article, Muñiz outlined three critical areas you should focus…
28
August
2018
Call Center Quality Monitoring Make quality monitoring a priorityDefine what quality means to you and your clientsKeep it simpleUse a different QA form for each business linePut a specialist in chargeUnderstand quality monitoring isn’t just about processHire right and train continuallyGet everyone involved in quality monitoringMake quality part of everything…
21
August
2018
It stands to reason that the more satisfied the customer, the higher the CSAT score and the more profitable the business. That’s the premise behind my latest article at Nearshore Americas. Getting customers to spend more is not the only reason to increase CSAT, however: customer loyalty is another.
07
August
2018
Which experience does your call center offer customers, omnichannel or multichannel? Do you know the difference? My latest article for Nearshore Americas — Are You Sure Your Customers Are Getting an Omnichannel Experience? — explains the differences. The explanation is necessary because there are many call center environments where providers…
30
July
2018
Companies looking for an outsourced nearshore contact center vendor partner have many factors to consider, not the least of which is the vendor’s employee attrition rate. In my article at Nearshore Americas (the second in a series), I outline seven questions companies should ask about attrition. Questions include:…
23
July
2018
I wrote an article for Nearshore Americas — the second in a series of six that Jason Sterns, our VP of business development, and I are contributing to the publication — on the topic of BPO vendor selection mistakes and how to avoid them. In the article, I list ten…
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…