Four Emerging BPO Trends to Watch

As new technology emerges for contact centers, business process outsourcing (BPO) is rapidly shifting. Numerous BPO trends have emerged that offer a way to reduce expenses and improve CX. 59% of organizations cite cost savings as the number one reason they outsource. Working with a BPO provider can bring cost savings in many ways. From …

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50 Questions to Ask When Selecting a Customer Service BPO

Over the last year, constantly evolving technology and an ongoing staffing shortage have made delivering a top-notch customer experience challenging. To meet those challenges head-on, companies increasingly turn to customer service business process outsourcing (BPO). With an estimated 89% of customers more likely to make another purchase after having a positive customer service experience, delivering …

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Why AI is the Future of CX

A positive customer experience (CX) is deemed essential by approximately 80% of American consumers, who value speed, convenience, knowledgeable assistance, and friendly service. With advancements in AI technology, the future of AI in customer service is unfolding before our eyes, providing every company with the chance to enhance their CX swiftly. While there have been …

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Customer Experience Optimization with Bridgepointe’s Scott Prater

https://youtu.be/tVfVgZVnRBM On this episode of The Bridge, I’m joined by Scott Prater, Vice President of Customer Experience Technology at Bridgepointe. We’re discussing customer experience optimization and the ongoing race to meet customer expectations. The Bridgepointe Customer Experience team enables organizations to deliver unrivaled results across every aspect of their CX programs, including technology implementation and …

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An engaged customer base is critical to your success. Here’s how to leverage customer engagement outsourcing solutions in 2024.

Customer Engagement Outsourcing Solutions: What to Consider for 2024

It’s no secret that customer engagement makes a significant difference in your bottom line, with fully engaged customers spending an estimated 23% more than the average customer. Using customer engagement outsourcing solutions offers a proven way to maximize both CX, driving both loyalty and customer spending. An estimated 91% of consumers are more likely to …

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AI is here to stay, so how can you use it to your advantage? Here's what you need to know about customer experiences in the age of generative AI.

Improving Customer Experiences in the Age of Generative AI

Embracing AI-driven solutions isn’t just a trend—it’s a strategic imperative for businesses looking to stay ahead. But what do customer experiences in the age of generative AI look like? And how should you plan for the future? No matter your industry or what applications you rely on, creating a customer-centric experience is always a top …

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The Rise of Collaborative Intelligence for Contact Centers

The Rise of Collaborative Intelligence for Contact Centers

The pandemic gravely affected the contact center industry, and as a result, more organizations are looking to leverage collaborative intelligence in their operations. From hurried digital transformations to hiring and retention issues, contact centers have been forced to find new ways to adapt to customer and business demands. Over the past several years, we’ve also …

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Best Practices for Managing Your BPO Service Provider

Effective vendor management can considerably impact a successful relationship with your BPO service provider.  In fact, according to one study from Deloitte, vendor management can help drive stronger results, with “significant savings” reported by 43% of respondents.  Plus, the study indicates that more resources within contact centers should be dedicated to effectively managing vendor relationships.  …

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The Bridge Podcast - Bill Welch of Talkdesk

The Intersection of Business Communication and Technology with Talkdesk’s Bill Welch

https://youtu.be/8IktVL9dguA On this episode of The Bridge, I’m joined by Bill Welch, President and COO at Talkdesk. We’re talking about business communications and technology and how Talkdesk aims to transform the customer experience. Talkdesk is a global cloud contact center leader for enterprises of all sizes. Talkdesk CX Cloud and Industry Experience Clouds help enterprises …

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Could Intelligent Virtual Agents Be the Secret Weapon Against Quiet Quitting?

Could Intelligent Virtual Agents Be the Secret Weapon Against Quiet Quitting?

The employee burnout rate is higher now than at the height of the pandemic, and it’s worsening. With companies struggling to maintain their workforce, many are looking for new ways to ensure they meet their service levels — like using Intelligent Virtual Agents (IVAs). The current reality of the workforce is that burnout is now …

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