It's rare when it happens, but when miscalculations enter a call center the results can be catastrophic. Curt Barry, president of F. Curtis Barry & Company, a Richmond, VA, operations and fulfillment ...

Business Process Outsourcing, often abbreviated as BPO, is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a third-party ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

A few weeks ago, a Filipino BPO worker sparked a heated discussion on Reddit with a chilling prediction: “I keep saying this… AI will replace the BPO industry.” For many in the sector, this isn’t just ...