Training Needs to be a BPO CX Differentiator
As 2022 gains steam, businesses face the reality of retaining end-users while also trying to win new ones. How best to achieve this goal goes beyond promotions to buy from a specific vendor. The reality of contemporary CX is that delivering quality interactions is the fundamental differentiator. For numerous enterprises, ensuring quality across channels and […]
Teleperformance Innovates CX Training using Gamification
The training of contact center agents has taken on a life of its own over the past decade. Front-line agents are, after all, at the heart of any CX value proposition, and increasingly they are being asked to manage more complex consumer demands. The ability for a provider to seamlessly navigate and resolve these interactions […]
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 […]