Outsourcing Insider

A monthly newsletter for customer service, customer experience, and contact center outsourcing executives.

Outsourcing Insider newsletter

Newsletter Archives

December 2019

Top Customer Experience Trends for 2020
What customer experience trends should enterprise brands and their outsourcing partners be watching in 2020? Here’s what BPO consultant Peter Ryan had to say.

The Transparent BPO Story & Vision
2019 marks a milestone for Transparent BPO — our tenth year in business. In this edition of Outsourcing Insider, we take a look back at our beginnings and forward to our “2020 Vision.”

January 2020

2020 Contact Center Trends
Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. Here are seven trends that will impact centers this year and the foreseeable future.

February 2020

How to Make Customers Fall in Love with Your Brand
Love is in the air! Or is it? On Valentine’s Day, our thoughts turn to love. But the question uppermost on the minds of customer service and CX professionals is, “How do we get customers to love our brand?”

March 2020

The ROI of Contact Center Benchmarking
What’s the best way to measure your contact center’s performance improvement and ROI? Through the practice of benchmarking.

April 2020

Adapting to the COVID-19 Pandemic
Transparent BPO undertook a serious initiative — to deploy 850 brick and mortar contact center agents to a work-from-home environment. Here’s our story, the lessons we learned, and insights on how COVID-19 will impact the BPO industry’s future.

May 2020

How Contact Centers are Responding to the COVID-19 Crisis
It may not be business as usual, but contact centers are responding to the “new normal” in varying ways and have some advice for the rest of us.

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