Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
Why Your BPO Partner’s Physical Locations Matter
When you’re evaluating potential business process outsourcing (BPO) partners, you probably know it’s essential to look into their areas of expertise, services offered and availability across time zones. But did you know that the actual brick-and-mortar locations your outsourcing provider has around the world can either be advantageous for your BPO business partnership - or limit (and even derail) you at some point? Here’s why it’s in your best [...]
Thinking of Taking your APAC Company Global? 3 Things to Know
If you’re the CEO of a quickly scaling company in the Asia-Pacific (APAC) region, you probably know quite a few secrets to business success. But if you’ve reached a point where it makes sense to set your sights on other countries, and consider a global strategy as your next growth strategy, where do you start? Let’s cover a few of the key takeaways. Let's talk solutions! [...]
5 key steps to successful outsourcing partnerships
What are the top attributes of outsourcing partnerships that stand the test of time? In our 12+ years experience in outsourcing partnerships, with challenger and Fortune 500 brands, 5 key steps have emerged as critical in building a strong foundation for success: 1. Flexibility Partnerships are formed based on certain circumstances and the priorities you had when you set out to find an outsourcing vendor. Circumstances change, however. Markets [...]
Why Being Multilingual Means More than Translating Between Languages
Your company has been steadily growing, and is now in high demand - even around the world. This might sound like a dream come true, but for many CEOs, it brings with it numerous new obstacles. For one, if you’re not multilingual, you need to figure out the language barrier. Do you translate all your materials into other languages? If so, how many? Do you need to hire new [...]
5 Ingredients for Success in a Technical Support Outsourcing Engagement
What are the key ingredients for success in a technical support outsourcing engagement? If you’re like most support operations managers, your time is stretched thin. Not only does the buck stop with you in terms of customer experience and overall quality, but you also have to execute on your CEO’s ideas and cut costs wherever possible. When your capacity is being exceeded, it might be time to call in [...]
3 Steps to Strategically Align Your BPO Partnership with Your Company’s Vision
Are you about ready to dive into a BPO business partnership, but not quite sure what services you need or how to maximize the relationship? The key to making the most of this step is to strategically craft your engagement in order to further your company’s vision. If you make every decision through this lens, you’ll be well on your way to success. Here’s some guidance about making those [...]
Don’t Make These 3 Mistakes when Engaging with a BPO Partner
Are you considering working with a business process outsourcing (BPO) provider, but still weighing what you’ve heard about outsourcing pros and cons? We get it. There’s a lot of confusion out there, and a big step like this absolutely merits a thoughtful approach. We’ve worked with countless companies as their strategic business partner, and have been privileged to learn exactly what makes a mutually rewarding relationship - and what [...]
5 Signs your Company’s Quality might be Slipping
As an Operations Manager, ‘quality’ might as well be your middle name. You spend your days working to increase the caliber of your brand’s presence, offerings, and customer experience. But measuring quality can be subjective, and a bit abstract. So, is there a way to conduct a performance assessment on something like this? The answer is kind of. There might not be hard and fast metrics that tell you [...]
5 Things You Didn’t Know About Having a Virtual Assistant
You’ve probably heard about virtual assistants or maybe have even used one yourself at some point. But did you know that what the term “virtual assistant” encompasses can differ greatly depending on your role and your industry? It’s important to understand how virtual assistants can be used in the context of your business, along with all the benefits of having a virtual assistant, before deciding if it’s right for [...]
What is omni-channel and why should you care?
In the myriad of new marketing buzzwords that seem to pop up out of the blue every day, there are a few that might not be so annoyingly visible, but that we should take note of as being more than words to fluff up your marketing content with. One such word is omnichannel. Let's talk solutions! What? We can’t really talk [...]