Is your customer experience as good as you think it is – or is it leaving your customers feeling somewhat frustrated and unsatisfied? So much has changed, and many companies are retooling their journeys to meet ever-changing customer demands – leveraging technology, optimized processes, outsourcing, crowd support, and other channel strategies to serve customers. The […]
By Lance Hale, President, Transparent BPO Tom Silzell, Managing Partner, CX SolutionSource The pandemic laid bare a lot of truths in business. We missed working in the office. We didn’t miss working in the office. We missed the daily camaraderie of our colleagues. We didn’t miss our colleagues. In the customer care […]
Commonly referred to as a ‘churn rate,’ a company’s attrition rate is the rate at which people leave. If you break it down, it is the number of people who have left the company, divided by the average number of employees over a period of time. Usually, it is expressed as a percentage (%). In […]
How do you define “customer experience”? It’s the personal, one-on-one interaction between a consumer making a purchase, requesting information about a product or service, or requesting additional support for an item or service already purchased, and the representative of the company who manufactured or sold the product. Sounds simple, right? Let’s take a closer look […]
clients aren’t from mars and customer care providers don’t have to be from venus – managing great expectations
Good relationships don’t just happen.
They don’t happen in life and they certainly don’t happen in business either. In the corporate world, they take work. They take a lot of work. We’re not talking about transactional relationships where commodities are bought and sold. These associations are one-time or occasional transactions that don’t require a deep understanding of your client’s long-term needs.
Maintaining a healthy relationship with your chosen BPO partner is crucial to maintaining a healthy relationship with your customer. With that said, sometimes it makes sense to change partners or add a partner to help motivate your existing partner to step up their performance. Most of our clients engage CXSS to help them find the […]
The fact is, BPO’s who operate in the US managed to pivot during the pandemic by moving their staff to a work-from-home solution. In most cases, BPO’s grew during the pandemic, which has been great for the industry however, the stimulus is forcing BPO’s to accelerate their planned wage increases which don’t always align with their contractual rate structure.
If you’re considering outsourcing your contact center, you may be wondering if it’s the right time.
There’s no doubt that the Philippines has been holding the golden torch when it comes to offshore outsourcing. In the last year, however, the pandemic has taken a toll on all of us in the workforce. How much did it really affect this offshore location? Today we are looking at the advantage of outsourcing in […]