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!
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.
13
August
2019
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved.
16
July
2019
The following is a testimonial from Tony Menchaca, formerly CMO and co-owner of Verde Energy USA, a Transparent BPO client. I outsourced a lot of sales and lead generation work to call centers during my tenure as Chief Marketing Officer for Verde Energy. However, I found it…
26
March
2019
The call center industry continues to expand globally as companies seek to balance labor availability, labor costs, geopolitical stability, and business climate says the Site Selection Group (SSG) in its latest location trend report, which identified regions showing the highest rates of growth. The report’s findings are as follows:…
02
October
2018
Editor’s note: This post is the first of a 3-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2 and 3 monthly. Companies choose to outsource their lead generation and customer acquisition programs for a variety of reasons. They…
18
September
2018
I recall my first day of being a team leader of a remote monitoring team. I was extremely excited about the promotion and opportunity but remember the anxiety and thoughts of “no one told me how to do this properly.” So, like many people thrust into this new role, I…
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,…
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…