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!
29
July
2021
Customer care providers should focus on clients, customers, and employees to achieve the right balance. By Jason Sterns, Vice President of Business Development, Transparent BPO The customer care industry has lost sight of a ‘service-first view of digital transformation.’ Too often, providers mention the term to prospective clients and then…
30
June
2021
New Language Reflects Who We Are: Who We Aspire to Be By Scott Newman, CEO Culture is important at Transparent BPO. It governs how we conduct ourselves daily. It dictates our commitment to our clients and to our colleagues around the world. A lot of companies talk about their…
28
June
2021
Clients aren’t from Mars and Customer Care Providers Don’t Have to be From Venus By Scott Newman, CEO, Transparent BPO & Tom Silzell, Managing Partner, CX PartnerSource Good relationships just don’t happen. They don’t happen in life and they certainly don’t happen in business either. In the corporate world,…
03
May
2021
Customer Experience Skills Augment Company’s Management Ranks Rockville, MD, May 3, 2021 – Alan Jackson has been appointed as Vice President of Business Development of Transparent BPO, a global contact center and business process outsourcer. He reports to Scott Newman, CEO of Transparent BPO. Jackson will be responsible for helping…
25
March
2021
Is the Hospitality Industry Ready to Welcome Guests? By Jason Sterns, Vice President, Transparent BPO While a lot of people are waiting to exhale, business leaders are holding their breath. And they’re holding their breath for one reason – they don’t know if their business is ready for the post-pandemic…
16
February
2021
“Global events forced the business world to adjust they way they operate – particularly where they operate,” says Lance Hale, President of Transparent BPO. “Work from home is here stay but your customer experience doesn’t have to be compromised.”
12
February
2020
by Jason Sterns “How do I love thee? Let me count the ways.” That phrase, from Sonnet 43 by Elizabeth Barrett Browning, would be music any brand’s ears… were it coming from a customer. But the question uppermost on the minds of customer service and CX professionals is, “How…
14
January
2020
Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future. Some, such as the use…
04
November
2019
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…
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…
