Archive Author: Bob Fletcher

Archive Author: Bob Fletcher

5 Jan

How BPOs Can Turn Idle Time into Productive, Billable Time

Bob Fletcher

In the past 40 years of working with contact centers, I’ve seen a lot of change. The technology in today’s […]

3 Dec

The “New Normal” for BPOs

Bob Fletcher

We’ve always done it that way – and that’s the problem. It’s a common scenario. A large, global outsourcer with […]

23 Oct

BPOs, Where’s Your Value Add? Strategic Partner or Cost-Benefit?

Bob Fletcher

Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs. […]

21 Jul

The Contact Center Costs You Can Control vs. the KPIs that Control You

Bob Fletcher

Metrics play an important role in every contact center. But when it comes to profitability, what are executives most concerned […]

11 Jun

Solving BPO Challenges with Intraday Automation

Bob Fletcher

The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]

2 Jun

Supercharging Your WFM with Intraday Automation

Bob Fletcher

With most of the contact center executives I talk to, there is typically some confusion about the difference between intraday […]