The need to reduce customer service response time is readily apparent, so we won’t belabor the importance too much. In short: if you keep customers waiting too long, they become frustrated -- and frustrated customers go elsewhere. Here’s probably the easiest way to think [...]
First, before you think we’re tone-deaf… This post is going to be about questions to ask before opening a new office in a new country or region, but we also realize this is an economically uncertain time for a lot of brands -- although [...]
Why are we writing about joy in an economically-uncertain time? Because in a time that can be very gloom and doom, why not interject some positive thinking into the world? The reality is that, even in the best of economic times, a lot of global employees [...]
First: why is customer loyalty even important? Aren’t the end financials of a business the most important metric to consider? Of course, those are often paramount. But even going back to 2015, we had data -- based on the analysis of mergers and acquisitions [...]
BPOs and call center / content moderation outsourcing companies, such as ours, compete on a variety of factors. While we like to discuss them all (who doesn’t?), and we sometimes want to downplay the cost factor – because there’s much more to building client relationships [...]
The idea of a revolution in Business Process Outsourcing (BPO) is not a fable. It’s truly happening, with a new wave of service level-focus rewriting the old rules of outsourcing. Poland has been a major geographic player in the shift around BPO, customer experience, [...]
Customer experience has become the be-all, end-all in business; a clear indicator of customer retention and a clear predictor of business success. But, it’s complicated. Of course, this experience is heavily impacted by the customer journey and the way in which your customer support [...]
Your company is always looking to achieve business outcomes and grow. This is usually why BPO partners are brought in, to help streamline your processes, support your vision, and enable you to focus on your strengths. But do you have the best company structure [...]
With the many different channels used by businesses today, it can be challenging to achieve consistency across your messaging. But if you want to improve customer service, consistent omnichannel messaging goes a long way. First, consistency is valued in all relationships. No one likes [...]
It’s almost always an exciting time when you’re about to bring a new product to the market. Maybe you’ve been working on the product for years and it’s finally ready, or perhaps you’ve come up with the next iteration of a really successful product [...]
