Transparent BPO

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.

From Checklists to Competencies: Transforming Quality in the Contact Center

Transparent BPO

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.

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.

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.

Training for Lead Generation, Customer Onboarding and Support

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.

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.

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.

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.

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.

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.

Contact Center Cloud Migration Done Right

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.

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.

Customer Service Is Changing in 2019 Salesforce Report Says

Transparent BPO

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.

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.

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

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.

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.”

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.

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.

Sales 84

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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

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.

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.

89

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.

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.

A New Segmentation Model for Customer Onboarding

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.

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

Transparent BPO

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.

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.

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.

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.”

How to Make the Transition to Customer Service Outsourcing

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.

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?

3 Reasons Nearshore Outsourcing Is a Better Bet Than Offshoring

Transparent BPO

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.

10 Call Center Quality Monitoring Best Practices for Process Improvement

Transparent BPO

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.

Poor Customer Service Costs U.S. Businesses $75 Billion a Year

Transparent BPO

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.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

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.

BPO Site Visit: What You Can Learn in the First Few Minutes

Transparent BPO

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.

Customer Service: The Difference Between Omnichannel and Multichannel Experiences

Transparent BPO

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.

Increase CSAT Scores & Improve ROI

Transparent BPO

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.

How to Disrupt Your Competition

ShepHyken

The Definitive Guide to Customer Education Metrics

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.