Blog

When you’re about to dive into an outsourcing engagement with a BPO partner, it’s common to be excited and nervous at the same time. You might be eagerly awaiting the improvements you expect to see in efficiency, customer retention and profitability, but you also might have some concerns about how the transition to outsourced services could impact your existing team. Here’s a look at how you can be intentional [...]

The most successful and top rated businesses have customer service departments that stand out above others in their industry and are a positive part of their reputation. However, all too often, the best intentions of improving customer service practices fail to translate into reality. This happens for many reasons, most often because a business doesn’t have enough time to train its staff on all the nuances they need to know [...]

Sometimes in business, we mistakenly assume that our target audiences will go with whichever company offers them what they need for the lowest price. But even though budgets matter, research has found time and again that low price points are far from the only factor consumers consider when choosing a brand to buy from. In fact, research done by Oracle revealed that 86% of customers will pay more for [...]

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 [...]