Best Practices in BPO Vendor Management

colleagues shaking hands after discussing BPO vendor management strategiesDeciding to partner with a business processing outsourcing (BPO) vendor is a strategic move for companies of all sizes. It streamlines processes, saves money, and improves the overall quality of customer service.While outsourcing BPO services provides a host of benefits, it also comes with the challenges of managing a third-party relationship. Today, we’ll explore BPO […]

Outsourcing Tech Support: Meeting the Challenges of Remote Work

remote worker outsourcing their tech support needsSince the pandemic, the option to work remotely—or at least hybrid—has become an increasingly common expectation among employees. And it makes sense: Remote work is known to reduce employee stress, boost productivity, and produce higher job satisfaction. But it also means employees are now scattered all over the world. That makes it incredibly challenging to […]

How to Evaluate and Choose a Help Desk Service Provider

a help desk service provider working at their deskToday’s customer expectations are higher than ever, and that’s just as true when it comes to help desk support as general customer service. As a result, more and more companies are turning to outsourcing to manage their help desk service. And doing so is a great idea. Outsourcing your help desk can deliver massive benefits, […]

Your Guide to Navigating the World of Customer Service Outsourcing

a customer service outsourcing agent working from homeCustomer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact. But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. For example, many companies who haven’t outsourced customer service before wonder: How can I find a […]

The Impact of Help Desk Outsourcing on Customer Satisfaction

a help desk outsourcing agent working at their deskCan help desk outsourcing really make a difference on customer satisfaction?Help desk requests may seem like a small (although often bothersome) task. Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and efficient […]

How Customer Analytics Drives Informed Decision-Making

a business owner reviewing their customer analytics at their computerToday’s companies collect more customer data than ever. Unfortunately, many companies still aren’t using it for its full effect. Customer analytics allow you to take the customer data you’ve collected and assess, aggregate and analyze it to understand trends, make forecasts and better understand your customers. In doing so, you can develop actionable insights that drive […]

What Your Net Promoter Score Really Means—and How to Measure It

an image of a scale depicting the meaning of various NPS scoresIf you’ve worked in or alongside Customer Experience teams for any length of time, you’ve likely heard of NPS, or Net Promoter Scores.But while the standard NPS survey is simple, interpreting your NPS score and figuring out how to use it for company growth and improvement is anything but.NPS is a metric that was first […]

Enhancing Healthcare Through BPO Solutions

a busy hospital where healthcare BPO is improving thingsHealthcare support comes with unique demands: the need for increased privacy and regulatory compliance a high-touch, highly personalized client experience high stress, highly emotional client needs complicated and detailed industry knowledge unique billing codes, processes and payment systems the need for round-the-clock supportTo add to that, internal healthcare teams across all types of positions and healthcare organizations are experiencing high levels […]

The Ethical Considerations of Working with Call Center Outsourcing Companies

businessperson discussing the ethical outsourcing considerations that should be made when selecting a call center partnersOutsourcing is a common business practice—but is it a good one?While outsourcing offers many benefits for the company outsourcing, including more affordable labor, scalable teams, increased service hours, flexibility and more, there’s not always as many clear benefits for the workers providing those services. Some companies may wonder if working with an outsourcing company—especially in […]

Clienteling for Gen Z: Understanding the Needs of a New Generation

a person benefiting from a luxury retail brand's clienteling strategy while they make a purchase using their credit card outdoorsThe newest generation is on the block with some major purchasing power and a thirst for luxury, eco-conscious and socially-responsible brands.  It’s Gen Z, of course.  And if you’re thinking, “Isn’t Gen Z a bit too young for luxury and clienteling?,” think again. Gen Z is defined as those born between 1997 and 2010, which […]