Blog
Welcome to our company blog, dedicated to exploring the world of Customer Experience and Trust and Safety issues and insights.
5 Ingredients for Success in a Technical Support Outsourcing Engagement
What are the key ingredients for success in a technical support outsourcing engagement? If you’re like most support operations managers, your time is stretched thin. Not only does the buck stop with you in terms of customer experience and overall quality, but you also have to execute on your CEO’s ideas and cut costs wherever possible. When your capacity is being exceeded, it might be time to call in [...]
3 Steps to Strategically Align Your BPO Partnership with Your Company’s Vision
Are you about ready to dive into a BPO business partnership, but not quite sure what services you need or how to maximize the relationship? The key to making the most of this step is to strategically craft your engagement in order to further your company’s vision. If you make every decision through this lens, you’ll be well on your way to success. Here’s some guidance about making those [...]
Don’t Make These 3 Mistakes when Engaging with a BPO Partner
Are you considering working with a business process outsourcing (BPO) provider, but still weighing what you’ve heard about outsourcing pros and cons? We get it. There’s a lot of confusion out there, and a big step like this absolutely merits a thoughtful approach. We’ve worked with countless companies as their strategic business partner, and have been privileged to learn exactly what makes a mutually rewarding relationship - and what [...]
5 Signs your Company’s Quality might be Slipping
As an Operations Manager, ‘quality’ might as well be your middle name. You spend your days working to increase the caliber of your brand’s presence, offerings, and customer experience. But measuring quality can be subjective, and a bit abstract. So, is there a way to conduct a performance assessment on something like this? The answer is kind of. There might not be hard and fast metrics that tell you [...]
5 Things You Didn’t Know About Having a Virtual Assistant
You’ve probably heard about virtual assistants or maybe have even used one yourself at some point. But did you know that what the term “virtual assistant” encompasses can differ greatly depending on your role and your industry? It’s important to understand how virtual assistants can be used in the context of your business, along with all the benefits of having a virtual assistant, before deciding if it’s right for [...]
What is omni-channel and why should you care?
In the myriad of new marketing buzzwords that seem to pop up out of the blue every day, there are a few that might not be so annoyingly visible, but that we should take note of as being more than words to fluff up your marketing content with. One such word is omnichannel. Let's talk solutions! What? We can’t really talk [...]
The Surprising Truths your Numbers Might be Trying to Tell you
As CEO, you have your hands on every single part of your company. Operations, sales, marketing, finances, HR -- all of these departments ultimately bubble up to you. This can be hard to manage, but you get to take all the strategic insight you gather from each of these teams and then guide your business on the best strategic path to ensure enterprise-wide business objectives align and roll down [...]
Telecom Companies: Improve your NPS Scores in 3 Steps
Whether you lead a communications company, technology company or telecom company - odds are good that customer satisfaction has been tricky for you. Don’t take it too personally; these are tough industries and since society is increasingly dependent on instant gratification, the bar for satisfaction is getting higher and higher. But even though the challenge is understandable, you’re still responsible for the quality of your brand. And, you still [...]
Outsourcing Myths vs. Facts
Did you know the global market size of outsourced services was valued at 88.9 billion dollars last year? The number of companies relying on business process outsourcing (BPO) is continuing to grow and for good reason. Of course, as a BPO provider, we know the value of outsourcing. But some people are hesitant to explore this type of partnership and don’t fully understand outsourcing pros and cons. Plus, there’s a [...]
3 Reasons Why Outsourcing Partnerships Fail
When they think of outsourcing partnerships, companies on both sides of the negotiations table envision strong, long-lasting bonds and business-enhancing strategic decisions. For the most part, the image stands true. But sometimes things go south and it’s usually because of these 3 important reasons: Let's talk solutions! TRUST Successful outsourcing collaborations run on trust and mutual understanding. Client and provider, they [...]