Strategy
Omnichannel vs multichannel support: the real difference
Multichannel means you are on several channels. Omnichannel means they know each other.
Resources
Practical BPO ideas for
outsourcing better.
Clear guidance for building outsourced workflows, protecting quality, and scaling support with confidence.
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Strategy
How to write a call center RFP that gets useful answers
Most RFPs produce comparable-looking proposals that hide the differences that matter.
Operations
Launching an outsourced support team: the first 90 days
Most outsourcing engagements are decided in the first three months, usually by how much attention the client gave.
Compliance
GDPR and outsourcing customer support in Europe
The questions to settle before a European customer's data reaches an outsourced team.