INDUSTRY INSIGHTS YOUR PEERS ARE READING
Which experience does your call center offer customers, omnichannel or multichannel? Do you know the difference? My latest article for Nearshore Americas — Are You Sure Your Customers Are Getting an Omnichannel Experience? explains the differences. MORE
It stands to reason that the more satisfied the customer, the higher the CSAT score and the more profitable the business. That’s the premise behind my latest article at Nearshore Americas. Getting customers to spend more is not the only reason to increase CSAT, however: customer loyalty is another. “CSAT Scores are a primary indicator […] The post Increase CSAT Scores & Improve ROI appeared first on Transparent BPO. 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
The advent of artificial intelligence, chatbots, and automation is changing the customer service landscape. Through them, people can get their basic business needs taken care of without ever speaking to a human. More complex, higher order interactions, however, still require contact center agents, and the customer expects more of the agent’s skill set as a […] The post Training Contact Center Agents to Display Empathy: Nature or Nurture? appeared first on Transparent BPO. 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
As a call center, we are a transactional business. Everything we do is a transaction. Whether it comes in the form of a phone call, web chat, email response, or even data entry, it’s all a touchpoint with a customer. MORE
Interview with Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones Thom San Filippo Blocking and tackling. MORE
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. 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
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 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
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
I’ve been on a customer service trends kick lately talking about how changing customer expectations affect churn and customer satisfaction with contact centers is down. MORE
Words are powerful. The right words spoken by a skilled contact center agent are not only powerful but persuasive as well. MORE
If you are a U.S. company that is considering outsourcing your customer service, sales, or support call center, nearshore outsourcing is a much safer bet than offshoring. MORE
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. 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
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? MORE
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.” 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
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. 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
A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016. 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
My latest article at Nearshore Americas consists of an interview I conducted with Christopher J. Muñiz, Vice President of Service Delivery and Network Support at Beachbody in Santa Monica, Calif. — an experienced buyer of BPO services. 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
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.
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.
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
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.
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
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.
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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
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.
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
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.
Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics
Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.
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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
JULY 30, 2019
I’ve been on a customer service trends kick lately talking about how changing customer expectations affect churn and customer satisfaction with contact centers is down.
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
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
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.
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
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.
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
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.
Advertisement
A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
Transparent BPO
JANUARY 14, 2019
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.
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.
Transparent BPO
MARCH 26, 2019
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.
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: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
Transparent BPO
APRIL 25, 2019
The advent of artificial intelligence, chatbots, and automation is changing the customer service landscape. Through them, people can get their basic business needs taken care of without ever speaking to a human. More complex, higher order interactions, however, still require contact center agents, and the customer expects more of the agent’s skill set as a […] The post Training Contact Center Agents to Display Empathy: Nature or Nurture? appeared first on Transparent BPO.
Transparent BPO
NOVEMBER 29, 2018
Words are powerful. The right words spoken by a skilled contact center agent are not only powerful but persuasive as well.
Transparent BPO
OCTOBER 8, 2018
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.
Transparent BPO
SEPTEMBER 18, 2018
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.”
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.
Transparent BPO
DECEMBER 4, 2018
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?
Transparent BPO
NOVEMBER 1, 2018
If you are a U.S. company that is considering outsourcing your customer service, sales, or support call center, nearshore outsourcing is a much safer bet than offshoring.
Transparent BPO
AUGUST 28, 2018
As a call center, we are a transactional business. Everything we do is a transaction. Whether it comes in the form of a phone call, web chat, email response, or even data entry, it’s all a touchpoint with a customer.
Transparent BPO
SEPTEMBER 11, 2018
A new report from NewVoiceMedia, a cloud contact center technology provider, says that poor customer service is costing businesses more than $75 billion a year — a $13 billion increase from 2016.
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Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.
Transparent BPO
SEPTEMBER 4, 2018
My latest article at Nearshore Americas consists of an interview I conducted with Christopher J. Muñiz, Vice President of Service Delivery and Network Support at Beachbody in Santa Monica, Calif. — an experienced buyer of BPO services.
Transparent BPO
AUGUST 7, 2018
Which experience does your call center offer customers, omnichannel or multichannel? Do you know the difference? My latest article for Nearshore Americas — Are You Sure Your Customers Are Getting an Omnichannel Experience? explains the differences.
Transparent BPO
AUGUST 21, 2018
It stands to reason that the more satisfied the customer, the higher the CSAT score and the more profitable the business. That’s the premise behind my latest article at Nearshore Americas. Getting customers to spend more is not the only reason to increase CSAT, however: customer loyalty is another. “CSAT Scores are a primary indicator […] The post Increase CSAT Scores & Improve ROI appeared first on Transparent BPO.
Advertiser: Skilljar
As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.
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