Transparent BPO

The Transparent BPO Story & Vision: Our Beginnings

Transparent BPO

To commemorate our 10th anniversary, I have written a two-part series outlining Transparent BPO’s history and vision. In this part, we take a look back at our beginnings. Part two will focus on where we’ve come over the years and our “2020 Vision” for the future.

7 Pivotal Contact Center Trends for 2020

Transparent BPO

Each year, new trends emerge that contact center executives must pay attention to, and 2020 is no different. For that reason, we thought it would be helpful to share our views on seven trends we believe will impact centers this year and the foreseeable future.

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Convenience: The #1 Way to Improve Your Brand’s Customer Experience

Transparent BPO

This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag.

Top 10 Transparent BPO Blog Posts of 2019

Transparent BPO

As the curtain closes on 2019, we wanted to highlight the most popular blog posts of the year. They cover a wide range of topics, from quality monitoring to call center outsourcing to agent training to customer experience and more. Most were penned by members of our leadership team.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

The Transparent Story: 2020 Vision for the Future

Transparent BPO

This post is the second of a two-part series commemorating our 10th anniversary. Part one focused on our origin story. In this part, we look back at where we’ve come over the past ten years and ahead to highlight our “2020 Vision” for the future. .

AIC: 3 Critical Factors in Contact Center Network Design

Transparent BPO

The IT network, where the processing of sensitive data is done, and calls are being answered and initiated, is a crucial part of a contact center’s customers’ business model.

Top 12 Qualities to Look for in an Outsourced Contact Center Partner

Transparent BPO

Finding a quality, affordable outsourced contact center partner can be hard. There are many factors to consider, including site location, company culture, the technology in use, price, quality, and more. Certainly, you want to find the partner that is the right fit for your business needs.

Contact Center Agent Acculturation: Bridging the Culture Gap

Transparent BPO

Most of the clients served by Transparent BPO are U.S.-based based companies. Most Belizeans are native English-speakers who have a great affinity for the U.S. and a healthy level of understanding of American culture.

How Changing Customer Expectations Affect Churn

Transparent BPO

It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How to Turn Your Contact Center Agents Into ‘Rising Stars’

Transparent BPO

Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders today.

Customer Testimonial: Tony Menchaca, Verde Energy

Transparent BPO

The following is a testimonial from Tony Menchaca , formerly CMO and co-owner of Verde Energy USA, a Transparent BPO client. I outsourced a lot of sales and lead generation work to call centers during my tenure as Chief Marketing Officer for Verde Energy.

5 Ways to Transform Contact Center Customer Experience

Transparent BPO

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm.

KEEP: The Essential Ingredient to KPI Performance Success

Transparent BPO

Belize, where our contact centers are located, is home to Marie Sharp’s , a well-known hot sauce company. While not as popular as Tabasco, the company, named for its founder, produces products made with a unique secret carrot-based habanero pepper recipe.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

How Call Centers Can Help Close the Customer Experience Gap in 2019

Transparent BPO

brands are out of touch with their customers’ needs says Forrester’s Customer Experience Index, recently released. The result is a “dangerous gap” in consumers’ sense of emotional engagement, connection, and loyalty. “We

Customer Satisfaction With Contact Centers Down, New Report Says

Transparent BPO

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years.

Chatbots or Humans: Which Will Win for Customer Service?

Transparent BPO

The story of Paul Bunyan, the giant lumberjack accompanied by his sidekick Babe the Blue Ox, looms large in American folklore. One part of his story, popularized by Disney , involves a showdown between Bunyan, yielding his double-bladed ax, and a steam-powered chainsaw.

Nearshore Outsourcing: Building a Business Case

Transparent BPO

The Philippines has worn the offshore outsourcing crown for years, having claimed it from India in 2012. The country’s BPO sector is so strong the LA Times called it the “call center capital of the world.”

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Low Unemployment: One More Reason to Outsource Your Contact Center

Transparent BPO

The low U.S. unemployment rate, currently four percent, tends to have a detrimental effect on employee retention, especially among low wage, entry-level positions, such as those found in contact centers. In those cases, turnover rates spike as competition for labor increases.

Blocking and Tackling: 6 Rules for Contact Center Success

Transparent BPO

Interview with Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones Thom San Filippo Blocking and tackling.

Critical Factors to Outbound Lead Generation Success, Part 3: Contact Strategy

Transparent BPO

In the two previous posts in this series, I talked about the need to hire the right agents for the outbound role, train them well, and prepare them to deliver the right messaging to your prospects — all critical elements to generating strong conversion rates.

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3 Contact Center Management Challenges Critical for Success

Transparent BPO

The end goal of any contact center is to provide outstanding service to its clients and their customers. That starts at the agent level based on their interactions with customers and the ability to take care of the customer’s needs professionally and efficiently.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

8 Ways to Turn Your Contact Center from Cost to Profit

Transparent BPO

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line.

How Market Saturation Affects Contact Center Site Selection Decisions

Transparent BPO

This post — part three of our Expert Interview Series — features Brett Bayduss, Partner, Site Selection Group. Market saturation is one critical factor brands must consider when making contact center site selection decisions.

4 Critical Factors for Outbound Lead Generation Success, Part 1: Agents

Transparent BPO

Editor’s note: This post is the first of a 4-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2-4 monthly.

Guess What Pairs Well with Nashville Hot Chicken

Transparent BPO

You’ve probably heard of Nashville Hot Chicken. Plenty of places in the Music City serve it, and you can try it while attending CCW Winter in Nashville later this week. Want to guess what beverage pairs well with hot chicken? Champagne. That’s right.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Choosing Call Center Locations: Quality Over Cost the Deciding Factor New Report Says

Transparent BPO

The call center industry continues to expand globally as companies seek to balance labor availability, labor costs, geopolitical stability, and business climate says the Site Selection Group (SSG) in its latest location trend report, which identified regions showing the highest rates of growth.

7 Steps to Increase Contact Center Agent Retention and Engagement

Transparent BPO

There are many reasons to retain good contact center agents. For one, they result in higher performance metrics, such as AHT, FCR, and CSAT. Engaged employees also stay longer, reducing attrition and the costs associated with it.

How to Create a Business Continuity & Disaster Recovery Plan; 6 Tips

Transparent BPO

There’s no need to let a disaster worry you, not when you have a business continuity and recovery plan. With a plan in place, you can face whatever event lands on your doorstep, whether it’s weather-related , a man-made occurrence, geopolitical risk, company-created situation, or something else potentially just as stressful. Without it, your entire operation could be affected for hours, days, or even weeks!

7 Keys to Effective Contact Center Team Leadership

Transparent BPO

I recall my first day of being a team leader of a remote monitoring team. I was extremely excited about the promotion and opportunity but remember the anxiety and thoughts of “no one told me how to do this properly.”

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

How We Train Our Call Center Agents for Long-term Success

Transparent BPO

This post is the second in a 2-part series by Pat Ricken, Director of Training, QA, and Leadership Development, on our process for call center agent training. You can view part 1 here. Too often, contact centers only conduct agent training on the front-end.

Training Contact Center Agents to Display Empathy: Nature or Nurture?

Transparent BPO

4 Critical Factors to Outbound Lead Generation Success, Part 2: Messaging

Transparent BPO

Words are powerful. The right words spoken by a skilled contact center agent are not only powerful but persuasive as well.

Belize Nearshore Outsourcing: Hurricanes Shouldn’t Matter – Quality Should

Transparent BPO

November 30 marked the end of the 2018 Atlantic basin hurricane season. Eight storms were recorded with two — Florence and Michael — considered major. How did Belize fare?

Speech Analytics 101: Hours of Research in 30 Minutes

Speaker: Roger Lee, Director Customer Success, Gridspace

Join Roger Lee, aka Professor CXi, Customer Success Leader with Gridspace, as he shares valuable insights that will help make you an informed buyer.