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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. MORE
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. MORE
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. MORE
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 MORE
“If you can’t measure it, you can’t improve it.” MORE
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. MORE
“While we’re not back to ‘business as usual,’ we are starting to see business reopen and adapt to a new normal,” said customer service expert Shep Hyken. MORE
Interview with Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones Thom San Filippo Blocking and tackling. MORE
Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders today. MORE
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. MORE
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. MORE
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. . MORE
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.” MORE
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. MORE
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. MORE
Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern. MORE
There’s no need to let a disaster worry you, not when you have a business continuity and recovery plan. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. MORE
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. MORE
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. MORE
Preface. Over the past two weeks, Transparent BPO has undertaken a serious initiative — to deploy 850 brick and mortar contact center agents to a work-from-home (WFH) environment. MORE
“If you can’t measure it, you can’t improve it.” MORE
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. MORE
by Jason Sterns, VP, Business Development We are surrounded in our day-to-day world by metrics and measurements that track how we are doing, from the gauge in our cars that ensures we aren’t speeding to the number on the bathroom scale we might not agree with at times. MORE
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. MORE
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. MORE
Transparent BPO
APRIL 3, 2020
Preface. Over the past two weeks, Transparent BPO has undertaken a serious initiative — to deploy 850 brick and mortar contact center agents to a work-from-home (WFH) environment.
Transparent BPO
MAY 20, 2020
“While we’re not back to ‘business as usual,’ we are starting to see business reopen and adapt to a new normal,” said customer service expert Shep Hyken.
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Transparent BPO
MAY 14, 2020
by Jason Sterns, VP, Business Development We are surrounded in our day-to-day world by metrics and measurements that track how we are doing, from the gauge in our cars that ensures we aren’t speeding to the number on the bathroom scale we might not agree with at times.
Transparent BPO
DECEMBER 11, 2019
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.
Advertiser: ZoomInfo
Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!
Transparent BPO
AUGUST 5, 2019
Interview with Robert Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina Providing better customer experiences should be every contact center’s number one concern.
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Transparent BPO
MAY 21, 2019
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.
Transparent BPO
MAY 9, 2019
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.
Transparent BPO
JULY 9, 2019
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.
Transparent BPO
JUNE 19, 2019
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.
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Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.
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Transparent BPO
JULY 16, 2019
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.
Transparent BPO
DECEMBER 19, 2019
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.
Transparent BPO
DECEMBER 17, 2019
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. .
Transparent BPO
AUGUST 13, 2019
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm.
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Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.
Transparent BPO
MARCH 11, 2020
“If you can’t measure it, you can’t improve it.”
Transparent BPO
NOVEMBER 18, 2019
Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders today.
Transparent BPO
DECEMBER 12, 2018
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
Transparent BPO
FEBRUARY 11, 2019
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.
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This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.
Transparent BPO
FEBRUARY 27, 2019
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.”
Transparent BPO
JULY 18, 2019
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.
Transparent BPO
JUNE 6, 2019
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.
Transparent BPO
SEPTEMBER 17, 2019
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.
Advertiser: ZoomInfo
In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.
Transparent BPO
SEPTEMBER 3, 2019
Interview with Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones Thom San Filippo Blocking and tackling.
Transparent BPO
MARCH 11, 2020
“If you can’t measure it, you can’t improve it.”
Transparent BPO
APRIL 11, 2019
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.
Transparent BPO
NOVEMBER 9, 2018
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.
Advertiser: ZoomInfo
By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.
Transparent BPO
AUGUST 20, 2019
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.
Transparent BPO
OCTOBER 23, 2019
There’s no need to let a disaster worry you, not when you have a business continuity and recovery plan.
Transparent BPO
OCTOBER 2, 2018
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.
Transparent BPO
NOVEMBER 15, 2018
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.
Advertiser: ZoomInfo
Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.
Transparent BPO
JANUARY 14, 2020
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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