BPO and CX Industry tips, guides and resources
Providing a customer experience that’s consistently superior isn’t always easy with a distributed team of call center agents. If you’ve tried introducing customer service policies without having the right tools in place, you might have …
Business Process Outsourcing (BPO) is one of the great silent powerhouses behind many global business operations. This unassuming giant works tirelessly behind the scenes to spin the cogwheels of many of the largest and well-known companies …
Building a successful call center requires ongoing efforts to track agent performance, improve call times, and increase customer satisfaction. If you’ve tried monitoring these metrics with spreadsheets or other manual methods, you probably found them …
Managing a virtual call center with a globally distributed workforce requires the right tech stack—especially if you aim to run an efficient, ROI-positive operation. Without a reliable solution, you’re likely: In this guide to virtual …
Whether you need to scale a call center team or reduce agent turnover, you want to onboard the best employees for the role. Asking the right call center interview questions is crucial for screening unqualified …
In the post-pandemic world, digital transformation has become more relevant than ever. Shifting global attitudes and a widespread transition to remote working have meant companies need to leverage new technology to adapt to the fluidity …
Every organization in the world has staffing issues. The business process outsourcing (BPO) sector has a particularly negative relationship with staffing, suffering from problems such as high recruitment costs, poor employee engagement, and elevated staff …
As global attitudes shift to favor sustainability and responsible practices, businesses are turning to impact sourcing as their preferred method of hiring. By recruiting undiscovered talent from disadvantaged communities, outsourcing companies can solve many of …