Outsourcing Strategies

February 21, 2024

The Human-AI Symbiosis in Retail Call Centers

“AI will replace human contact center interactions,” according to some CX experts in 2020. Whether or not you fully embraced that view at the time, you certainly contemplated […]

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BPO Industry, BPO Partner Selection, Customer Service, Outsourcing Strategies

November 17, 2023

Why Geo-Redundancy is Key to a Successful Outsourcing Strategy

In today’s interconnected world, businesses face many challenges that can disrupt call center operations and make it difficult to run smoothly. To mitigate these risks, proactive organizations are […]

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BPO Industry, BPO Partner Selection, Nearshore Outsourcing, Offshore Outsourcing, Outsourcing Strategies

July 25, 2023

The Power of AI Technology and the Call Center Industry

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and […]

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BPO Industry, Call Center Management, Customer Service, Outsourcing Strategies

June 21, 2023

We Asked Our African BPO Partners: How to Foster a Strong Outsourcing Relationship

In today’s global economy, outsourcing has become a common practice for many businesses. Whether for customer service, technical support, or data entry, outsourced call centers can provide significant […]

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BPO Industry, BPO Partner Selection, Offshore Outsourcing, Outsourcing Strategies

October 31, 2022

What Do Your Halloween Preferences Say About Your Outsourcing Ghouls?

Beware. All Hallow’s Eve is upon us once again. What started as a somber religious holiday has largely morphed into a secular blowout that provides an annual bump […]

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BPO Partner Selection, Outsourcing Strategies

September 20, 2022

Avoid the Open Enrollment Headache: Get Your Call Centers Ready

Open Enrollment, a time to apply for new health insurance coverage or make changes to existing plans through federal and state government programs, is fast approaching. Each year, […]

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BPO Partner Selection, Outsourcing Strategies

August 15, 2022

Higher Demand For the Medical Industry and Outsourcing Services

As the medical industry experiences higher demand for service and a staffing shortage, outsourcing options have become more pivotal to keeping things running than ever before. Many clinics […]

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BPO Industry, Customer Service, Outsourcing Strategies

June 15, 2022

Preparing For Supply Chain Bottlenecks With BPO Support

Getting products into consumers’ hands is taking longer than in pre-COVID times. A combination of factors, including concerns with border crossing, labor shortages, and manufacturing slowdowns are wreaking […]

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Customer Service, News & Insights, Outsourcing Strategies

January 24, 2022

Weathering the Storm: The Philippines Remains an Offshore Outsourcing Leader

In retrospect, late 2019 seems like another world. With the COVID-19 pandemic lurking in the shadows, we wrote an article about the changing BPO industry in the Philippines. […]

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BPO Industry, Offshore Outsourcing, Outsourcing Strategies

December 27, 2021

Why Content Moderation is More Critical Than Ever in 2022

Guess what? Some content is not king. In fact, lots of content is hurting your brand. That’s why content moderation has been in the news a lot lately—look […]

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BPO Partner Selection, Outsourcing Strategies