Thought Leadership

The future of human-digital collaboration

By Sudhir Agarwal The growing sophistication and development of chatbots will make for some interesting workmatesin the coming years It wasn’t long ago that people preferred to communicate with each other and with brands by voice, either face-to-face or through the phone. In fact, some of us can even remember walking into a bank branch […]

Seeing BPO in a New Perspective

Multichannel vs. Omnichannel: What’s in a Name?

Today’s buzzwords for better customer experiences include the movement from multichannel to omnichannel customer support. What are the real differences between multi- and omnichannel, and how do they impact your brand and loyalty? Let’s explore the substance to the buzzwords. A support channel is the medium you offer to communicate with customers. Traditionally, support channels […]

Seeing BPO in a New Perspective

Improving Customer Experiences: 3 Active Listening Skills

Leaders in customer service are investing more heavily in agent success by empowering Customer Service Representatives with more autonomy. Still, passing a customer to another level often happens because the first-line CSR struggles to get the same page as the customer. The key here is to use active listening skills to improve the customer experience. […]

Seeing BPO in a New Perspective

Seeing BPO in a New Perspective

When an organization grows, the responsibilities and everyday tasks of the in-house staff grow as well. Chances are, the tasks will become more complex and specific jobs for employees will become less defined. It’s important to find a process that can help increase the efficiency of the company’s workforce. This is when outsourcing can come into […]

Seeing BPO in a New Perspective

Secrets to Increasing Employee Engagement

It may seem like common sense that an engaging workplace leads to a successful organization. But, according to a 2017 Gallup poll, 70 percent of the U.S. workforce say that they are NOT engaged at work. Technology is making it too easy for companies to simply focus on measuring engagement with annual surveys instead of […]

Seeing BPO in a New Perspective

Five Traits of a Great Outsourcing Company

A great thing about having a Business Process Outsourcing (BPO) partner is that you have the option to take a lot of work off your plate. You will have more time to concentrate on core business activities, providing for a more streamlined workflow. According to Selfgrowth.com, when companies outsource back office tasks, their business executives […]

Seeing BPO in a New Perspective

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