BPO in Call Centers: How does it work?
Business Process Outsourcing (BPO) has become a popular strategy for many companies to streamline their operations, reduce costs, and improve efficiency. BPO services refer to the practice of contracting non-core business functions to a third-party service provider. These services can encompass a wide range of business functions, including customer service, finance and accounting, human resources, and information technology. In the call center industry, BPO is particularly prevalent, as companies seek to enhance their customer service capabilities while also managing their costs. In this blog post, we will explore how BPO works in call centers and [...]
The Rules of the Game
During an August trip to Detroit I had the good fortune to meet people from some very well known brands: General Motors, Fiat-Chrysler, Kellogg’s, Domino’s Pizza, Flagstar Bank and [...]
Making Friends with a Beauty Queen
To me, Zappos has always seemed like the beauty queen of customer service. Everyone in our industry gushes about how beautiful she is. Not all of us can be [...]
Pondering Forgiveness After My Surprising Customer Service Experience
Until this summer, the only times I’ve had to deal with the customer service offered by insurance companies is when I bought or renewed a policy. Then I was in [...]
Customer Service & Support Shortcuts Get Companies Stuck in Ugly Places
Customer service shortcuts get companies stuck in ugly places. Why is that so hard to grasp? […]
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