Outsourcers Must be Ready to Stand Out in a Crowded Market
Businesses need to stand out from the competition. And while this is somewhat of an obvious statement – the mantra has been a mainstay of first-year marketing courses the world over for decades now – what is becoming more apparent than ever is that companies cannot afford to be complacent with their offerings or messaging. […]
Keeping Executive Talent Needs to be an Outsourcer Priority
Good agents foster better interactions with consumers, and keeping such agents around helps call centers succeed. Of course! But this lesson applies with each step up the call center ladder. In today’s market, providers need to examine their own levels of executive churn to see if they can do better at hanging onto the individuals […]
Voxpro Acquisition Heightens TELUS International’s Competitive Positioning
Global contact center outsourcing consolidation got a shot in the arm last week with the announcement that TELUS International would be acquiring Cork-headquartered Voxpro. Not only does this purchase make commercial sense in terms of TELUS International’s efforts to increase its market share, it does so by buying one of the more disruptive players in the […]
Local Vendors at the Heart of Nearshore BPO Innovation
Outsourcing in the Americas is comprised of a patchwork of players. And, in the domain of the nearshore, some of the most exciting activity in front-office BPO seems more to be coming from local providers anxious to make a name for themselves. As nearshoring matures, this new wave of home-grown entrepreneurs is refreshing, as it […]
Enterprises Leveraging Value from Small & Mid-Sized BPO Players
The robustness of any industry can be measured not only by the number of large vendors seeking to shore up their market-share, but also through the upstart firms aiming to carve out their own position. In the case of front-office BPO, the extent to which the small to mid-sized vendor segment is challenging establishment players […]
Data Protection Must Be a Priority for BPO Vendors
At what point can any enterprise contact center executive say that their own processes around data protection are truly water tight? Unfortunately, in today’s environment where cybercrime, data theft and fraud are more commonplace than at any time in history, many customers are becoming justifiably concerned about how their personal information is stored. For BPO […]