Outsourcing Partnerships
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Outsourcing PartnershipsThree considerations when outsourcing your voice-based customer support
Although digital channels are growing, a TELUS Digital survey showed voice customer support is still the most popular option with consumers. So for now, here’s how to continue to optimize your outsourced voice programs.
Outsourcing PartnershipsBPO: The ideal breeding ground for BPI (Business Process Improvement)
Why have contact centers become a breeding ground for BPI methods? One of the reasons is the sheer number of processes, lending itself to the application of most BPI tools and methodologies.
Outsourcing PartnershipsMoving from outsourcing vendor to partner with TXU Energy
Strong outsourcing partnerships don’t happen overnight. Here’s a look at our customer service journey and lessons learned with TXU Energy - a partnership spanning 10 years with cultural alignment at its core.
Outsourcing PartnershipsMaking continuous improvement truly continuous in the call center
Successful continuous improvement programs need to be implemented as part of a process-intelligence culture that permeates an organization, and not as a ‘back room’ consulting gig. Here’s how to get started.
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