How To Make Customer Satisfaction Your KPI – Enter Technology & BPO / Outsourcing Companies
Remember that tried and true little saying, “The customer is always right”? Coined by Harry Gordon Selfridge of the famed London department store, at the time it was seen as significant innovation in customer service, and in its basic principle, rings true today. While some of the criticisms of this old adage are relevant (no …
‘White Glove Service’ Sets the Customer Experience Bar Higher Than Ever – An Outsourcing Company Can Help You Clear It
As the guiding principle of consumerism, customer service – even great customer service – is no longer a one-size-fits-all practice. In fact, its future is already here, and across ALL industries and sectors, the organizations that get it right will set the pace for their competition. ‘White glove service’ used to be a practice …
Ecommerce, CX and the ‘New Normal’ – BPO / Outsourcing Companies Support Brands
It’s no longer a trend. Ecommerce has experienced a staggering five to ten years of growth acceleration over the past six months. As the pandemic imposed never-before-seen restrictions on companies across every sector, survival demanded action, resulting in creative, nimble and essential pivots in the ways that business is done. And as the world continues …
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Post-Pandemic Notes on Consumer Goods & Retail – And Let’s Not Forget BPO / Outsourcing Companies
It’s common knowledge that world-wide economies were shattered by COVID-19. Between lock-downs and shut-downs, most industries experienced a disruption in the ways they do business. Even companies that were deemed “essential services” had to navigate the newly implemented processes that were necessary to safely keep their doors open. As the world slowly re-opens there …
Closing the Engagement Capacity Gap – How Outsourcing Companies Can “Up” the Customer Service Game
The world is slowly re-opening. Instead of take-out, restaurants are serving in-house customers again, theatre lights have switched on and after a year and a half of lockdown, and people are actually considering their travel options. Without a doubt, the demand is there – in fact, an American Express study determined that 78% of participants …
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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