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In today’s digital world, the face of customer service has changed.  With the advancements in technology and a self-service culture, consumers are demanding instant access to solutions and on-demand customer service.  According to a 2016 report, “51% of consumers say a business needs to be available 24/7.” This can be a tall order for businesses

  Customer support software and support tracking system creator, Zendesk, found that 50% of customer support users prefer and even expect to solve issues concerning a product on their own.  They also reported that 70% of businesses have a self-service option in their websites. There is no denying the digital age when it comes to

Are you leaving money on the table? It’s a question that CEOs and CFOs often grapple with.  The increased access to and competition of e-retailers leaves consumers with many options to choose from when looking making their purchases.  In fact, some surveying businesses have claimed that 91% of consumers who have an unpleasant experience with

USA Today reports that counterfeit products cost the global economy up to $250 Billion a year.  While organizations do their best to catch these products before they enter stores, only a fraction of these products are seized before they end up in the marketplace.  If you think you are immune...you may want to test your

Philippines-based Center meets Payment Card Industry Data Security Standard requirements August 7, 2018 - Clarksville, TN: Premier BPO, a provider of transformative outsourcing services, announced that its Philippines-based contact center achieved PCI certification Level 1. This is the highest of four categories of certification. PCI DSS 3.2 Compliance The PCI Standards are endorsed by American

According to a report from Armstrong and Armstrong, over 90% of Fortune 500 corporations outsourced shipping and warehousing needs to 3rd Party Logistics suppliers (3PLs). The previous report found that 46% of the Fortune 500 outsourced these needs. As more corporations rely on 3PLs for technology improvements that aid in process-efficiency, enhanced visibility and customer

In our previous blog, we discussed the positives of strategically partnering with a business process outsourcing firm. All of the above allows the businesses to focus on functions that are essential to the growth of the core business.  However, there are certain potential disadvantages to outsourcing.  Let’s take a look at 3 - and how

People are the heart of any business and drives the success - both internally and externally. Hfs Research found that “Despite the growth of technology, companies are still in need of people, processes, and systems to help create an ideal customer service experience.” Business Process Outsourcing, or BPO, is a subset of Business Process Management.

Let’s face it. Telecommunications providers have a reputation of not providing customer services and experiences that meet the needs of the customers. You don’t have to look far to find examples of customer interactions gone awry, especially in the telecommunications and cable industry. Just a simple Google search can lead you to a variety of

B2B marketers and leaders seem to be struggling with a very important part of building a successful sales funnel. 44% of executives surveyed reported inefficiencies in their sales pipeline management – directly affecting their ability to fill it with the right buyers.  If you don’t have the right buyers at the top, they won’t continue