Call Center Management

December 10, 2024

‘Tis the Season for BPO Bliss: A Holiday Gift Guide For Better CX

As we head into the heart of the holiday season, we’re undoubtedly focused on finding the perfect gifts for family, friends, and the names we drew for Secret […]

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BPO Partner Selection, Call Center Management, Customer Service

October 28, 2024

Kenya Call Center Services: The Best-Kept Secret in Africa Outsourcing?

If you’re exploring outsourcing options, call center services in Kenya should be on your radar. Located in East Africa, this country is gaining attention from global businesses for […]

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BPO Partner Selection, Call Center Management, Cost Savings, News & Insights, Offshore Outsourcing

October 14, 2024

The Bald + The Beard | Episode 3: The Myth of Standalone CX AI

In the third episode of The Bald + The Beard, hosts Tom Luther and Andrew Griffiths tackle one of the most pervasive myths in the CX space: that […]

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BPO Industry, BPO Partner Selection, Call Center Management, Cost Savings, Customer Service, Nearshore Outsourcing, News & Insights, Offshore Outsourcing, Outsourcing Strategies

September 5, 2024

BPO Rate Hikes on the Table? Here’s How to Respond | BPO Health Check

What is the ‘BPO Health Check’ Series? We understand that the world of BPO partnerships isn’t always sunshine and rainbows. There are challenges, hurdles, and those inevitable tough […]

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BPO Industry, Call Center Management, News & Insights, Outsourcing Strategies

August 15, 2024

Your BPO Partner Missed Key KPIs – How to Address It | BPO Health Check

What is the ‘BPO Health Check’ Series? We understand that the world of BPO partnerships isn’t always sunshine and rainbows. There are challenges, hurdles, and those inevitable tough […]

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BPO Industry, Call Center Management, News & Insights

August 8, 2024

Help! Leveraging BPOs and Technology for Superior Customer Experience

Hosted by Rob Dwyer, Next in Queue features customer experience, contact center, customer support, customer success, training, leadership, and technology experts and practitioners from around the globe. From […]

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BPO Industry, BPO Partner Selection, Call Center Management, Cost Savings, Customer Service, News & Insights

June 10, 2024

5 Things Your Call Center BPO Partner Should Be Doing

Technology has rapidly advanced the customer experience (CX) landscape for BPO call center operations. While traditional telesales that began more than a generation ago remain in use, numerous […]

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Customer Service, At-Home Agents, BPO Industry, BPO Partner Selection, Call Center Management, Cost Savings, Nearshore Outsourcing, Offshore Outsourcing, Outsourcing Strategies, Selling a Call Center

Tom and Andrew of The Bald and The Beard exploring common outsourcing myths in their latest episode.

May 14, 2024

The Bald + The Beard | Episode 2: Debunking MORE Outsourcing Myths

In the second episode of The Bald + The Beard, hosts Tom Luther and Andrew Griffiths continue their exploration of outsourcing in the customer experience (CX) sector, this […]

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BPO Industry, BPO Partner Selection, Call Center Management, Cost Savings, Customer Service, Nearshore Outsourcing, News & Insights, Offshore Outsourcing, Outsourcing Strategies

Call center leader reviewing CX metrics on laptop.

April 18, 2024

How to Enhance CX Metrics Strategically

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. We encourage you to check it […]

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BPO Partner Selection, Call Center Management, Cost Savings, Outsourcing Strategies

April 3, 2024

Why the Philippines (Still) Remains a Top Outsourcing Destination

Let’s start from the start. The History of Outsourcing in the Philippines It’s easy to take for granted the supremacy of the Philippines as a call center outsourcing […]

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BPO Industry, BPO Partner Selection, Call Center Management, News & Insights, Offshore Outsourcing, Philippines