A Simple Concept: Customer Service Outsourcing = Customer Loyalty
The bar has never been higher when it comes to customer loyalty. Today’s digitally native consumers are sophisticated buyers and in addition to expecting quality and competitive pricing, their hearts can be won with brand benefits. Research shows that loyal customers spend 67% more than new ones through repeat purchases, larger cart sizes and frequent …
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The Future of Customer Service: RPA, AI and Outsourcing Companies
Technological growth has outstripped the imagination – processes today that are not simply possible, but common, would have seemed the stuff of sci-fi a short couple of decades ago. And nothing has taken center stage like automation technology – specifically robotic process automation (RPA) and artificial intelligence (AI). What’s the difference? Unlike AI, RPA …
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Cybersecurity – Are You at Risk? Enter the Outsourcing Company
As if a global pandemic wasn’t enough to challenge the business world over the past year and a half, cybersecurity has catapulted into the forefront of every SMB’s agenda. Historically, it was only a threat to regulated industries such as banking, insurance or utilities, but today’s smart boards and businesses realize that they could easily …
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From ‘Silo to Platform’ Operating Model – How Outsourcing Can Support The Transition
The future is here, and it’s demanding a business operating model that meshes all of the best elements of talent, culture and organization in the broad sense. Stakes are higher than ever, and every layer of an organization’s capability stack needs to transform in order to achieve higher profits and meet the intensive demand by …
Indirect Procurement and Outsourcing Companies
“Indirect Procurement” – the act of purchasing services or supplies required to keep the day-to-day business alive. Sound familiar? SMB owners are well acquainted with the range of materials and activities required to keep the lights on – as a non-essential role, they don’t necessarily add to the bottom line, but without them the doors …
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Post-Pandemic Retail: How Outsourcing Can Support Shifting Consumer Behavior
From the bubonic plague of the 14th century to the Spanish flu outbreak of 1918, pandemics have had significant, long-lasting impacts on how people typically navigate the world, and the world of business. COVID-19 is no exception. It has attacked global societies at their core, causing economic and social disruption that is difficult to measure. …
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Pandemic Aftermath Insights + Business Process Outsourcing
The ways in which COVID-19 has impacted our world are too many to count: the political, economic, social, health and existential fallout has left an indelible mark. For the past 18 months, people struggled through stay-at-home orders, travel bans, restrictions on meeting individuals from other households and the closure of nonessential stores including gyms, cinemas, …
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Outsourcing Your Help Desk for a Personalized Customer Experience
It’s a fact. The bar has been set higher than ever, and today’s sophisticated consumer has come to expect a highly personalized buying experience. More than ever, retailers and brands need to differentiate themselves by creating unique experiences in order to drive up customer loyalty and the top line. Exactly what does that look like? …
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