Blog

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 [...]

It can be difficult enough to maintain a consistent personality for your brand when all your employees sit in one office building. When they’re spread out among numerous offices in locations around the world, it can seem nearly impossible to achieve consistency. But, while daunting, it is possible. Here’s a look at how to create a brand persona that spans time zones and employee roles, along with some brand [...]

Did you know there are currently 3.484 billion people actively using social media around the world? To put that in perspective, that comes out to roughly 45 percent of our global population. And while the pervasiveness of social media may be well-known, what about its effects, particularly on brands? If you’re in one of the most highly regulated industries, like banking or healthcare, social media can be a double-edged [...]

How to handle call center stress? It’s not hard to see why contact centers are a very stressful work environment - and this doesn’t just affect the agents on the front lines. It’s something that CEOs and business owners must pay attention to, as well, because excessive workplace stress often triggers lower morale, higher attrition, and higher overall costs. But given the nature of call centers, and the most [...]

We’ve all heard someone say that good customer service means “the customer is always right.” But many managers and CEOs come to learn that this mindset, while well-intentioned, is sometimes flawed. For example, what should a good leader do when caught between employees vs. customers? This type of business conflict can be especially difficult to navigate, so here are some business leadership tips to help you out. [...]

The retail world has been continuously shaken up over the years by digital innovations and fluctuating consumer trends. But there’s one trend that seems to be here to stay. Buyers today are being said to “shop with their emotions, rather than their wallets,” which is a big change from years past. If you lead a retail company and haven't structured your customer experience strategy around this change, you could [...]