destination CX: stardate 2022!! 

As we launch into this important new year of CX, the team at CXSS wanted to provide you with our predictions and trends for 2022. To go boldly where only the most successful companies have gone before…and all that stuff… Will they ALL come true? Probably not. Could some be considered controversial? Possibly. Do we […]

what COVID has taught us about resiliency

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 sector, it […]

how important is attrition in a contact center?

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 […]

customer service: why outsourcing is the answer

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.

when should I consider changing my contact center outsource partner?

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 CXPS to help them find the […]

the Philippines is back after COVID19 – see what’s happening

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 […]

risks of selecting the wrong BPO partner

Selecting the right BPO partner can be challenging – after all, you are trusting another company with your most valuable resource, your clients. Further complicating matters is the ever-expanding lists of providers from around the globe.