Outsourcing Insights

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!

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3
August
2023
Business Process Outsourcing
AI, artificial intelligence, BPO, call center, call recordings, call samples, Contact Center, customer experience, customer service, Information Technology, IT, Nearshore, nearshore outsourcing, Outsourcing, Redundancy Planning

AI vs Human in the Business of Customer Care.

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...
19
May
2023
Business Process Outsourcing
BPO, call center, call recordings, call samples, Contact Center, customer experience, customer service, Information Technology, IT, Outsourcing, Redundancy Planning

What to listen for in sample call recordings from a BPO?

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...
4
April
2023
Business Process Outsourcing
Contact Center, employee engagement, employee retention, Information Technology, IT, Redundancy Planning, remote agents

The changing landscape of the “Office”

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...
31
January
2023
Business Process Outsourcing
Contact Center, disaster recovery, Information Technology, IT, Redundancy Planning

Deploying A BPO Disaster Recovery Plan Built for Your Business

“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...