BPO and CX Industry tips, guides and resources
Being a call center agent isn’t an easy job. They have to deal with customers day in and day out — often unhappy, angry, or dissatisfied ones. Additionally, the pressure of meeting targets can leave…
BPO and CX Industry tips, guides and resources
Being a call center agent isn’t an easy job. They have to deal with customers day in and day out — often unhappy, angry, or dissatisfied ones. Additionally, the pressure of meeting targets can leave…
The ‘war for talent’ is as intense as ever. A quarter of a century since global management consulting firm McKinsey first used the term when highlighting the increasingly fierce competition to attract and retain employees,…
Call auditing involves evaluating and reviewing your contact or call center’s performance to ensure maximum efficiency and team productivity. An effective call audit process can help you identify opportunities, strengths, and weaknesses by determining if…
It’s easy to discount quiet quitting as social media-inspired melodrama. A way for younger people to put their own stamp on an idea that attentive leaders have understood for many years: people who don’t feel…
Quiet quitters don’t abandon ship. They don’t complain loudly. Instead these employees gently pull-back, and your business stops benefitting from their entire focus, energy and brilliance. For leaders, that should trigger alarm bells. But many…
Since 2020, the outsourcing sector in the Philippines has witnessed a massive shake-up, and recent regulatory changes mean the industry will never be the same. We explore the winners and losers of a recent decision…
The pandemic led to the adoption of more remote and hybrid work options, which has helped unlock a global workforce. While BPO/KPO companies had unprecedented access to global talent, call center employees too had greater…
Human Resources (HR) is an integral part of any company, and a Business Process Outsourcing (BPO) company is no different. A Human Resource Management (HRM) team is responsible for maintaining the employer-employee relationship. This must…