Outsourcers Need to Prepare for Different Recession Scenarios
As COVID-19 ravages countries across the globe, outsourcers has risen to the challenge, with testimonials abounding about maintaining service levels for consumers while also ensuring the health of agents. And, no one should expect any less from such a vibrant collective of providers. But, post-pandemic the BPO community needs to keep its eye on what […]
Mixed 2017 Results a Clarion Cry for Outsourcers to Diversify
By now, the financial results of most publicly-traded BPO players have been published, exposing some interesting trends. As with every reporting period, some outsourcers performed better than others, but what is certainly intriguing is how those over-achievers have managed to best the competition. If there is one lesson learned from 2017, it will be that […]
Contact Center Outsourcers Must Address Attrition Meaningfully
Today’s customer experience environment demands delivery of the best possible outcomes to end-users, and this reality is not lost on executives in the front-office BPO community. However, agent attrition continues to be an issue that afflicts outsourcers everywhere. Until third-party services providers are able to grasp what is causing attrition within their operations, and then […]
Northern Ireland Successfully Leverages Contact Center Positioning
For outsourcers in the UK and the Republic of Ireland, finding new locations from which to deliver quality contact center services remains a challenge. However, in recent years, one of the most successful options has proven to be close at hand: Northern Ireland. This territory has attracted some of the most important names in front-office […]
The Value of Video Chat Cannot be Ignored
In today’s commercial environment, no enterprise can afford to miss a beat when it comes to interacting with its customers. And, while it would be easy to assume that the best way to do so is simply to latch on to the communication channels that appear to be most heavily adopted by the mass-market, ignoring […]
Analytics Should be at the Heart of any Front-Office BPO Offering
Contact center services are not insulated from flash-in-the-pan fads. Clichés aside, there are also some solutions that have proven their usefulness through the years as part of a broader BPO value proposition, none more so than analytics. The opportunity to assist clients in enhancing their knowledge of consumers has never been more vital for companies […]
Labor Day Gives Pause to Reflect on Contact Center Workforce Challenges
Labor Day was celebrated in the US and Canada over the past weekend, and the last few days should have given contact center decision-makers time to consider their future domestic workforce needs. Indeed, as the North American labor market tightens, new delivery alternatives are certain to be top of mind. Equally, how best to manage […]
Management Skills Training Critical to BPO Success
If ever there was a time for ensuring renewal among outsourcing executives, it is now. Clearly, the entrepreneurial-minded leaders of the late 1990s and early 2000s that built this sector are now aiming to recruit a new crop of young, dynamic and progressively-minded managers to push BPO forward. However, as this generational shift continues, smart […]
Outsourcers Need to be Strategic When Deploying Video-Chat
One of the most fascinating contact center trends over the past five years has been the interest around providing consumer support through video-chat. This has been playing out in different ways, but one thing is clear; forward-looking contact center outsourcers must embrace this communication technology, while recognizing that it will remain a niche channel in […]