Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!
Customer satisfaction has been on the decline recently in many businesses across a variety of industries. This dissatisfaction is likely due to a combination of factors, both internal and external By Rob Johnson SVP, Operations From a recent study by the American Consumer Satisfaction Index (ACSI), a sharp decline has...
Transparent BPO Appoints Heather Sandusky As Vice President of Training
Deep Industry Background Delivers BPO-Specific Expertise Rockville, MD, August. 8, 2022 – Heather Sandusky is joining Transparent BPO, a global contact center and business process outsourcer, as vice president of training. Sandusky will be responsible for the company’s education and skills development ensuring that all new employees have a world-class...
A Gap in Talent is Following Closely Behind By Jason Sterns, VP of Business Development The U.S. labor market is unrecognizable. Economists are at a loss trying to predict what pattern will emerge. In the olden times – the days prior to COVID-19 – economists would describe the economic elephant...
Nearshore and Offshore options offer quality, cost-competitive alternative By Dean Birtwell, Vice President, Business Development, Transparent BPO The start of a new year traditionally gives us a sense of renewal. A fresh start. A chance to turn the page. A time for new resolutions and a new outlook. Professionally, the...
Utah Business Annual Award Honors Business and Community Achievements Rockville, MD, November 11, 2021 — Alyssa Ott, Transparent BPO’s global director of human resources and engagement, is one of Utah Business Magazine’s ‘20 In Their 20s’ for 2021. The publication annually recognizes outstanding individuals in their 20s who are making an...
Recruiting and Training World Class Customer Care Agents
The right attitude is only the first step to becoming a successful agent. By Pat Ricken, Director, Learning & Leadership Development, Transparent BPO In today’s all too impersonal digital world, interpersonal skills are almost non-existent. Many find it too easy to block or “unfriend” someone who challenge or frustrates us....
Where have all the customer care agents gone? By Marilyn SoaresVP of Client ServicesTransparent BPO Welcome to the new economy. Businesses continue to rethink their supply chains and their vendor relationships but the single most disruptive factor the pandemic revealed was the volatility in our labor ranks. The labor shortage...
Pursuing a ‘Service-First’ View of Digital Transformation
Customer care providers should focus on clients, customers, and employees to achieve the right balance. By Jason Sterns, Vice President of Business Development, Transparent BPO The customer care industry has lost sight of a ‘service-first view of digital transformation.’ Too often, providers mention the term to prospective clients and then...
by Paul Chaney As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. They cover a wide range of topics, from quality monitoring to call center outsourcing to agent training to customer experience and more. Most were penned by members of our...
How to Turn Your Customer Service Contact Center Agents Into 'Rising Stars'
Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders today. Yet, many customer service contact centers place little time or value in cultivating leaders and often limit formal agent training to the initial two-week period — just enough...
