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outsourcing operations success

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Ways to measure customer success at scale

2020-05-20T12:07:10+03:00May 13th, 2020|Categories: Posts|Tags: , , |

How do you know you’re doing right by your customers? Customer experience metrics, customer success metrics, client satisfaction metrics, and more have exploded in the last five years. The gold standard is still NPS, or Net Promoter Score. NPS was initially pioneered at Intuit [...]

Scale and continuity in the #CoronaVirus pandemic

2020-03-18T15:06:22+02:00March 18th, 2020|Categories: Posts|Tags: , , , |

Work from home is a big topic these days… and rightfully so. In an effort to “flatten the curve” of coronavirus, many organizations have shifted a percentage of their employees -- the ones that can, essentially -- to work from home. It’s happening so much [...]

Three Tips to Make your Call Center Produce Revenue, not Deplete It

2020-01-31T12:15:28+02:00May 7th, 2018|Categories: Posts|Tags: , , , |

For many industries, like hospitality and telecom, call centers are a given. There’s no way to meet customer demand without adequate agent staffing (and ample training for those agents). But the unfortunate reality is that many of these businesses also see their call centers [...]

Consistency between your Brick and Mortar Store and E-Commerce Channels

2020-01-21T16:26:57+02:00February 12th, 2018|Categories: Posts|Tags: , , , , , |

If you’re the CEO of a quickly scaling company in the Asia-Pacific (APAC) region, you probably know quite a few secrets to business success. But if you’ve reached a point where it makes sense to set your sights on other countries, and consider a [...]