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Get perspectives from leaders in the business process outsourcing and customer experience market.

    5 Top Customer Support Languages Every Company Needs

    Having an international presence is a major opportunity for growth for any company—but not if your customers cannot access support in the language they speak. Even within a single country, customers can come from a wide range of language groups. In...

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    What's Next for NFTs?

    NFTs (non-fungible tokens) went from a very fringe concept to a widely accepted aspect of the world of cryptocurrency. NFTs are used for many things—from game tickets to digital art to supporting tech startups. And there are a lot of interesting...

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    5 Tips on How to Deliver Great Customer Service

    There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood. Whether you are in the business of...

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    Tips for Using a Customer Journey Map Correctly

    Customers are the greatest, most indispensable aspect of any company. It doesn’t matter how big you are or how promising your product is—without them, you cease to exist. So, you must understand your customers, their needs and desires, as well as...

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    10 Ways to Improve Digital Patient Experience

    When you think of excellent customer service, you probably recall the overly polite support specialist or the way your server seemed to magically reappear before your glass ever ran dry. The list runs a mile long, yet likely nowhere on it are you...

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    Is Telehealth Here to Stay?

    Telehealth adoption was already underway before COVID-19 hit. But the pandemic pushed telehealth use into fast-forward for providers and patients alike. Here's just one data point from a government report: Medicare visits conducted via telehealth...

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    Maintaining a Competitive Advantage in FinTech

    The global fintech market is on track to grow at an annual rate of 20% over the next four years. There is a tremendous amount of competition as literally hundreds of startups are racing to secure funding rounds and establish themselves as dominant...

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    4 Tools to Better Support Your Remote Team

    Out of necessity, the coronavirus pandemic ushered in the age of the remote team. And even as the pandemic gradually winds down, many companies have no plans to look back. According to the career site Ladders, remote work opportunities grew from 4%...

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    What SaaS Companies Need to Know About CSAT

    We all know that it's easier to retain an existing customer than acquire a new one. It's no surprise that rising customer acquisition costs have caused some businesses to shift their focus away from advertising budgets to improving their retention...

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    Improving Customer Service With NLP

    Chatbots are reshaping the way organizations gather valuable data and communicate with customers. A lot of industry leaders are wondering how it is possible to improve customer service with NLP. The global chatbot market is set to reach US$ 454.8...

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    How to Prevent Burnout in the Workplace

    High levels of workplace stress have left many seeking advice on how to prevent burnout. Feeling anxious about deadlines, presentations, or a busy schedule every so often is normal and can positively drive us to perform well. However, when stressors...

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    How Gaming Studios Can Measure Customer Engagement

    In the digital era, where so many aspects of life have an online component, companies that can track what their customers are up to have a huge advantage. For gaming studios, the potential is endless: specific metrics can track customer engagement...

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    Best Practices for Delivering Email Support

    For customers with less urgent concerns, email support offers a convenient, etched-in-digital-stone solution. This channel remains a popular choice among consumers despite the introduction of instant messaging and social media. In fact, a 2018...

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    6 Chat Tools to Improve Customer Service

    Exceptional customer service is key to curating an industry-leading reputation. Positive public perception is key to fostering an expansive, loyal customer base. An expansive, loyal customer base is key to a healthy bottom line. So, how do we...

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    Proven Ways to Increase Your Customer Lifetime Value

    Customers are the lifeblood of every business. For a business to survive, it needs to improve customer satisfaction. However, few businesses understand that it is much better to focus on customer retention rather than customer acquisition. Because...

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    Top Opportunities for Data Labeling in 2022

    With artificial intelligence (AI) and machine learning (ML) technology gradually seeping into our daily lives, data and its appropriate use can cause a substantial impact on a company’s bottom line. ML algorithms can effectively use accurately...

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    The Value of Outsourcing Order Processing

    At first glance, order processing seems like a behind-the-scenes function, but it truly is critical to the overall customer experience. The reason: Shipping speed has become a key driver of customer experience for digital retail. However, shipping...

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    How BPO Can Transform Your Fintech Business

    Increasing demand for fintech business services has left many organizations scrambling to attract the right talent. The shortage in tech talent negatively impacts hiring managers across organizations of varying sizes, too. Large and small companies...

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    Why the Patient Experience Matters in Healthcare

    All over the world, there are different types of healthcare systems, ranging from basic to advanced. However, they all have one common factor: They aim to provide the best possible care to the patient. Thanks to the proliferation of internet...

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    How Outsourcing Can Accelerate Startup Growth

    Startups need to launch quickly and effectively, often with limited internal resources. That's why many businesses choose to outsource some aspects of their operations to other companies. According to Forbes, many notable companies, including Slack,...

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    Why Today's Best AI Solutions Have Humans in the Loop

    One of the biggest misconceptions in the field of artificial intelligence (AI) is that machines can do all the work themselves. The exact opposite is true. Yes, AI and machine learning have advanced capabilities to automate processes and tasks that...

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    Why Gaming Companies Need Top-Notch Customer Support

    Did you know there were nearly three billion gaming players estimated around the globe in 2021? That figure represents a 5.3% increase over 2020, which saw a hike in gamers due to the COVID-19 pandemic, according to NewZoo's 2021 Global Games Market...

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    What's the Future of the On-Demand Economy?

    A lot has changed since the 1990s dot com boom.  Technology has improved dramatically (think: internet of things, cloud technologies, and artificial intelligence), offering convenience and efficiency to consumers. At the same time, consumer...

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    How to Achieve an Effective Customer Care Plan

    The benefits of a well-structured customer care plan are essential as they assist in retaining customers and creating loyal brand ambassadors, both of which are essential to the long-term success of your business. The survival rate of small...

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    5 Types of Human Data Labeling for Effective AI

    AI is increasingly becoming an essential aspect of doing business.  Already, over 77% of all devices we use feature AI in one form or another. By 2025 the global AI market is expected to reach $60 billion. And one of the most-used personal...

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    Are the High Rates of Online Shopping Here to Stay?

    When the COVID-19 pandemic took the world by surprise, many locales implemented stay-at-home recommendations that kept people from visiting brick-and-mortar stores. As a result, people turned to the internet to order everything from toilet paper to...

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    Which Back Office Functions Should You Outsource?

    Many companies benefit from outsourcing back-office functions — an approach that allows them to focus on core functions and attain efficiencies. According to a recent survey report, companies choose to outsource mainly to improve efficiency (24%)...

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    BPO: The Key to Your Future Success in eCommerce

    How do you define eCommerce success? Is it merely getting the most customers, the most orders, or having the best online feedback? In today's competitive marketplace where up to 90% of all startups fail within the first four months, it‘s essential...

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    How Artificial Intelligence Can Transform Healthcare

    Technology, specifically artificial intelligence (AI), provides a promise for a better future in healthcare. By using advanced algorithms, machine learning (ML), and more, AI can help improve both the patient experience and care. As the world turns...

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    Five Live Chat Support Trends Everyone Should Know

    Today's online shoppers expect to receive help when they want it, fast responses, and interactions with real people. No wonder they love businesses that offer live chat.  The truth is that phone and email support are losing traction with prospective...

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    How Government Agencies Can Elevate Citizen Service

    In business, customers simply vote with their feet and head off to the competition if a company doesn't meet their expectations. Government agencies have no such competition, yet it's even more crucial for them to provide top-notch service. When...

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    5 Reasons Why You Should Switch to Live Chat

    The online world is big, global, and 24/7 – this makes communicating with your customers critical to running a successful business. From developing a strong brand image to managing customer relationships, there’s no getting away from the importance...

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    Choosing a Business Process Outsourcing Partner

    In a world where cost, speed, quality, and flexibility, are more important than geography, the trend to outsource business processes is gaining traction. The fallout from COVID-19 has signaled a sharp pivot to the basics: bolstering value and...

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    The Benefits of Cross-Channel Customer Support

    There has been a seismic shift in the way customers reach out and interact with brands. Gone are the days of simply connecting with customer support via phone, stating your case, being put on hold, and finally being connected with a support agent....

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    Effective Communication in Customer Success

    Effective communication skills are essential in any customer success team. Your customer success team must be able to communicate effectively with customers, colleagues, and other stakeholders. Clear (or poor communication) between team members as...

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    ABCs Of Microtasking, Its Benefits And Future Trends

    The only constant in business is change. What works one quarter may be obsolete by the next quarter, and the company that maintains flexibility in the face of shifting markets is the one that will thrive. Microtasking -- the process of breaking a...

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    The Advantages of Building a Distributed Team

    The 2020 coronavirus pandemic has challenged and transformed our way of working. With quarantine and lockdown protocols restricting our movements, companies have had to find ways to continue operating without risking their employees' health while...

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    The Keys to Successful Business Process Outsourcing

    Small businesses and large corporations alike could use a little help from time to time. This is why business process outsourcing (BPO) has grown to become a multi-billion dollar industry. Even amid the pandemic in 2020, the global BPO market was...

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    How to Boost Business Growth with Customer Support

    Customer support does more than just solve problems - it can generate business. For an exceptional customer service experience to happen, many elements need to come together and the contact center serves as an important platform for engagement and...

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    The main Features Of Business Process Outsourcing

    Contracting commercial activity to a third-party company that has relevant expertise is termed business process outsourcing. The most common functions for outsourcing are customer service, accounting, payroll, human resources management. As a rule,...

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    Why Should You Prioritize Back-Office Support?

    Back-office activities can’t be described as client-facing tasks, but have a predetermined role. Today, advanced companies prefer back-office outsourcing because they clearly understand the level of its importance. Employees who staff the...

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    How To Prepare Your Company For Outsourcing?

    Any organizational transformation, including preparing for outsourcing, usually requires thorough preparation, from goal-setting issues to issues of the process of job design. Not paying attention to the preparation phase can lead to disastrous...

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    4 Tips To Get Started With Your Marketing Outsourcing

    Marketing outsourcing is regarded as the transfer of the entire set of works in marketing and advertising or only part of the functions to an external provider on a subscription basis. Take into account that marketing is essentially an expense, not...

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    How To Outsource Customer Service The Right Way?

    Although outsourcing customer service is used everywhere in business, its incorrect use leads to many drawbacks that have a destructive effect on the productivity of company processes. These risks include the threat of non-compliance with...

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    What Is Back Office Support And Why Is It Important?

    Although the Internet is teeming with relevant information on this matter, some people still ask in the browser: "what does back-office mean?" The back office is the answerable business unit for all the processes associated with its activities....

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    How Can AI Complement People In Customer Support?

    In terms of customer support, artificial intelligence (AI) implies a technological system for assessing actual scenarios with the help of data gathered from virtual or real sources to offer customized guidance, options, and answers to clients’...

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    Why Documenting Workflow Processes Is Important

    When was the last time you actually took a look at one of your workflow processes — not just that person A performs B function with C result, but a specific in-depth look at each baby step of the process? I think you’ll be surprised at what you’ll...

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    10 Ways to Effectively Manage Remote Workers

    Remote workers are becoming more and more common nowadays, especially considering how much efficiency you get, while at the same time being cost-effective. According to a study by Deloitte, “Value is being achieved through the impact of innovation,...

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    How To Outsource Back Office Operations Effectively?

    Establishing and improving effective communication with an outsourcing company is crucial. Strive to understand your requirements. Specify if all operations actually require to be contracted out or if it is better to perform some of them in-house....

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    5 Affordable Ways to Enhance Customer Service

    A common misperception exists that providing top-notch customer service will cost you a fortune. This is simply not the case. In fact, providing better customer service will not only lower your rates but will also reduce the cost to serve each...

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    How To Effectively Measure Customer Support Metrics

    You can’t improve what you don’t measure. It’s a common enough phrase, but say you want to improve your customer support. What do you track? Outsourcing customer support can be great for your cash flow and your time, but one of the first things...

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    The Benefits of Outsourcing You Should Be Aware Of

    Running a small business implies hiring multiple talents, some of which you may not have enough to be efficient. In this case, outsourcing is helpful for your company. Otherwise, your brand may not grow as quickly as you wish. To make matters worse,...

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    What Is The Executive’s Role in Customer Support?

    You often hear phrases like, “lead by example” and “s*** rolls downhill” when discussing leadership. Consciously or not, employees take cues from their leaders. If you want quality customer support to be an aspect of your company's reputation, the...

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    Content Moderation: Keeping Our E-communities Safe

    Do you ever wonder how Youtube keeps its videos relatively clean? Or how your Facebook ensures that user-generated content doesn't include offensive material? As content marketing gets more and more popular and businesses start to build and create...

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