Outsourcing Insights

By Lafayette Moran | VP, Business Development August 2023 In a world where AI is disrupting the traditional customer service landscape, brands are leveraging it to reduce the need for live agent interaction. However, there are still many instances where customers require human assistance in resolving complex issues. When this...

Reviewing call sample quality is more than just taking recordings and analyzing random calls. May 2023 “”Customer service isn’t just about ensuring satisfaction, deescalating tense situations or giving away freebies. While we know these things are important, customer care solutions are intended to take things further. Call centers should strive...

The Continued rise of the remote workforce has created an interesting issue to tackle for employers. April 4 2023 Businesses need an internal plan or, at the least, sufficiently prepared partners with the technology and know-how to ensure proper connectivity and the ability to engage their employees. The ever-growing segment...

“Hope” is not a plan to mitigate inevitable risk! By Randy Rollins , VP of Information Technology, Transparent BPO A well-worn mantra circulates throughout information technology circles: “it’s not a matter of if something will go wrong, it’s a matter of when something will go wrong.”    Something will inevitably go...

“If you can’t measure it, you can’t improve it.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. And one...

This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. As we reach the cusp of the new year, what customer experience trends should enterprise brands and their outsourcing partners be watching? To answer that question, we spoke...

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 calls “utter...

This post — part three of our Expert Interview Series — features Brett Bayduss, Partner, Site Selection Group. Market saturation is one critical factor brands must consider when making contact center site selection decisions. The employee attrition, wage inflation, and hiring challenges due to increased competition that often accompanies saturated...

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 are...

This post — part one of our Expert Interview Series — features Rob Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina. Providing better customer experiences should be every contact center’s number one concern. With customer satisfaction with contact centers in steady decline, according to...