Choosing the Right BPO Partner: Metrics That Matter Beyond Price and Language
Choosing the Right BPO Partner: Metrics That Matter Beyond Price and Language By Clinton Cohen, CEO of iContact BPO From small enterprises to multinational giants, more and more organizations are partnering with Business Process Outsourcing (BPO) providers to boost efficiency, manage costs, and enhance customer experience. Outsourcing business services is booming. From small enterprises to […]
South Africa’s BPO sector is country’s fastest growing export
South Africa’s BPO sector is country’s fastest growing export SA leads in CX outsourcing, with USA its fastest growing source market for global business services from South Africa Opinion by Clinton Cohen, CEO of iContact BPO As South Africa continues to rank in the world’s top 3 offshore CX delivery locations, the country’s status as […]
CX outsourcing to meet seasonal demand
CX outsourcing to meet seasonal demand Scaling Talent and Culture for your business peaks Opinion by Clinton Cohen, CEO of iContactBPO Managing the ebb and flow of demand and supply through seasonal demands is a massively challenging task, especially when it comes to safeguarding your customer experience. Seasonal businesses know all too well the challenges […]
The Top 10 Outsourcing Myths, Debunked
The Top 10 Outsourcing Myths, DebunkedOutsourcing is surrounded by misconceptions. Dispelling these is crucial for businesses to make informed decisions about outsourcing and to fully leverage its many potential benefits. iContact BPO debunks 10 of the most common outsourcing myths, demonstrating what stands between businesses staying in an operational rut and winning a serious competitive […]
play nicely with the giants
Small-To-Medium-Sized Fish, Big PondHere’s how to find the right business partners and play nicely with the giants. Do you want to compete with the larger players? (Not the slightly larger, but the significantly larger?) More precisely, do you want to be able to eat their lunch?As a small to mid-sized business (SMB), you already know […]
Why EX matters just as much as CX
Happy Employees, Thrilled CustomersWhy EX matters just as much as CX – and what to do about it Imagine, for a moment, a world where every customer doesn’t only buy from you but also shouts your business’s offerings from the rooftops. Imagine a complement of employees who aren’t only working but also thriving – actively […]
iContact -Thought Leadership – How to go from Meh to Magic in your CX outsourcing stakes
Considering CX Outsourcing? How to go from ‘Meh’ to Magic in your CX outsourcing stakes Most businesses are navigating rapidly evolving business models with the last three years being a rollercoaster ride of intense and rapid digitisation and outsourcing trends that have had significant consequences for brand loyalty and customer experience. Unlike most other outsourcing […]
Gig CX vs BPX
Gig CX vs BPX Navigating the complexities of CX outsourcing in a Gig Economy Opinion by Clinton Cohen, CEO of iContact BPO ‘GIGCX’ HAS BEEN TOUTED AS A GO- TO SOLUTION FOR BUSINESSES LOOKING TO STAY COMPETITIVE. BUT IT ALSO HOLDS TREMENDOUS RISK. In the customer service realm, ‘GigCX’ has been touted as a go- […]
Global CX Outsourcing White Paper Series – EX in your CX – Series 5 of 5
WHITE PAPER Putting the EX in your CX: Can Culture be Outsourced? Part 5 of this Series navigates the choppy waters of culture custodianship amid a Customer Service or CX outsourcing decision, and how to land safely! The connections between Customer Experience (CX) and Employee Experience (EX) are causal and inextricable. It’s tough enough managing […]
CX Outsourcing White Paper Series – CashCo Case Study – Series 4 of 5
CASE STUDY CashCo: Scaling CX for small- midsized business (SMB)The story of how CashCo Financial Services Chairman and CEO, Michael Rosenberg scaled his specialized instalment loan business across states while levelling up customer experience and service THE CHALLENGE When CashCo Financial Services Chairman and CEO, Michael Rosenberg looked at ways to scale and grow his […]
