Outsourcing Insights

Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all from an operator’s perspective.

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19
December
2019

Top 10 Transparent BPO Blog Posts of 2019

by Paul Chaney As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. They cover a wide range of topics, from quality monitoring to call center outsourcing to agent training to customer experience and more. Most were penned by members of our…

Top 10 blog posts of 2019

04
November
2019

Convenience: The #1 Way to Improve Your Brand’s Customer Experience

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…

Convenience: The #1 Way to Improve Your Brand’s Customer Experience

13
August
2019

5 Ways to Transform Contact Center Customer Experience in 2020

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.

05
August
2019

From Checklists to Competencies: Transforming Quality in the Contact Center

This post — part one of our Expert Interview Series — features Rob Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina. Providing better customer experiences should be every contact center’s number one concern. With customer satisfaction with contact centers in steady decline, according…

From Checklists to Competencies: Transforming Quality in the Contact Center