Blog

When it comes to business operations, efficiency is pivotal to success. The good news is that the right (even minor) tweaks at each layer of the business can bubble up and make a big difference - in your profit margins, growth and more. The same is true for improving call center agent efficiency; make positive adjustments in this area and you’ll improve business operations as a whole. Here are [...]

We’re in an ongoing era of exponential digital transformation, and business leaders are racing to stay ahead. But in an effort to do so, many companies adopt expensive and complicated software systems. Then they begin implementing new technology and realize they don't really understand how to do so effectively, or how to ensure their staff uses it properly. The result? They don’t maximize technology they’ve just spent a fortune [...]

Many companies first become interested in the advantages of outsourcing when they reach some sort of tipping point. This usually happens as a result of one of two things: 1) Volume has exceeded resources, or 2) Advanced expertise has become a requirement. Although these scenarios look different from company to company, the underlying mindset is almost always the same: “We need help and need to find it outside our [...]

Customer experience has become the be-all, end-all in business; a clear indicator of customer retention and a clear predictor of business success. But, it’s complicated. Of course, this experience is heavily impacted by the customer journey and the way in which your customer support team handles customer questions and concerns. However, it doesn’t stop there. As people have become more and more self-reliant and conditioned to expect immediate gratification, [...]

In recent years, user-generated content (UGC) has become a force of nature. Whether you believe your business engages in a formal content marketing program, or not, odds are good that you have UGC in some format or another. For example, you may not maintain an active blog, but you could still have an online profile that has pictures added to it and is reviewed by users. Anytime customers, users, [...]

Your company is always looking to achieve business outcomes and grow. This is usually why BPO partners are brought in, to help streamline your processes, support your vision, and enable you to focus on your strengths. But do you have the best company structure for this? Oftentimes, problems can arise when a company isn’t set up internally for success when they engage in a BPO partnership. Here are the [...]

Whether you’re a big believer in strategic outsourcing, or are just considering it for the first time, you probably have your eye on the BPO industry. What does the future of outsourcing look like? Are there any outsourcing trends of which you should be aware? There’s no doubt the industry is constantly changing and we’re always on top of where it is and where it’s headed. Here are our [...]

In November of 2018, we began operations in a new site in Poznan, Poland. Just over six months later, our customers have felt the positive impact of this new location - and it’s thriving. We’ve found that outsourcing in Poland is ideal for a number of reasons. If you’ve thought about doing business in Poland or using our BPO services there, here are a few facts about our Poland [...]

There are a lot of different ways of defining a business plateau. Some business experts tell us that companies tend to plateau at the “one”s and “three”s of business ($10 million, $30 million, $100 million - and so on). But others think of growth plateaus at certain stages or in particular time frames. However you view stagnancy, the reality is that your company is likely to experience it at [...]

With the many different channels used by businesses today, it can be challenging to achieve consistency across your messaging. But if you want to improve customer service, consistent omnichannel messaging goes a long way. First, consistency is valued in all relationships. No one likes surprises, and people feel comfortable when they know what to expect. The same is true with brand messaging. In fact, consistency is among the top [...]