Outsourcing Partnerships

Why have contact centers become a breeding ground for BPI methods? One of the reasons is the sheer number of processes, lending itself to the application of most BPI tools and methodologies.

Strong outsourcing partnerships don’t happen overnight. Here’s a look at our customer service journey and lessons learned with TXU Energy - a partnership spanning 10 years with cultural alignment at its core.

Successful continuous improvement programs need to be implemented as part of a process-intelligence culture that permeates an organization, and not as a ‘back room’ consulting gig. Here’s how to get started.