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. […]