The most telling metrics behind BPO customer service

…3 (and a half) customer service metrics you’re not measuring (but probably should be) For ambitious disruptor companies, customer service is a core part of sustaining an upward trajectory—for business growth and brand. So it’s crucial to understand the minutiae of your customer journey—from the seamless and intuitive parts to the friction points hindering your […]

The role of BPO agents in exceptional customer experiences

…4 ways advanced customer service agents deliver better customer experiences For a lot of established companies, finding and choosing a business processing outsourcer (BPO) is a chore. Much of the market looks uninspiring and undifferentiated—competing in a race to the bottom instead of quality—offering only service agents that recite scripts to churn through as many […]

Super CX: Why exceptional customer service starts with BPO agents

…How to transform customer service agents into CX superheroes. Great CX can’t count on numbers alone. For a long time, effective customer service centers were judged on numbers: low Average Handling Times, high Net Promoter Scores and strong Customer Satisfaction ratings formed the core of business process outsourcing (BPO). When you measure success by volume […]

Why the right BPO drives exceptional customer experience

…The problem with transactional business process outsourcing—and why relationship-based outsourcing delivers connected customer experiences and long-term growth. When it comes to selecting an advanced outsourcing partner, it’s tempting to focus on quick wins and sharp pains rather than long-term goals. And that’s understandable. Traditional business process outsourcing (BPO) is transactional by nature. It’s designed to […]