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 […]

Cut Your Fraud Costs by Bolstering Your Back Office

…Fraud and the cost of managing it are going up despite a vast army of technologies to fight it. While technology tools are critical, you can reduce your losses and management costs by optimizing your customer service and back-office operations. By Kathy Clark, Ubiquity  Payment card fraud losses worldwide reached $27.85 billion in 2018, up more than […]