Back in the beginning stages of strategic business process outsourcing, businesses leaned towards delegating tasks of lesser complexity, keeping them at arm’s length from their core operations. The tide has shifted significantly in recent years. Today, it’s become commonplace for firms to extend outsourcing to essential services like customer support, IT, administration, and even some of their primary functions. 2024 is seeing an exploding trend among startups and SMEs. It’s hiring offshore in the Philippines. It’s a simple yet strategic move since in most cases, the Western currency has more ..read more

2022 was a wake-up call for the tech industry. We faced economic upheavals, shifting market demands, and a global reshuffling of priorities. Now, as we step into a phase of economic recovery, tech companies are at a pivotal crossroads. The road to growth and innovation is clear, but it requires more than just traditional strategies. In this landscape, outsourcing isn’t just a support act; it’s a starring role. It’s about expanding intelligently, leveraging global talent, and focusing on what tech companies do best – innovate. This new era demands a reimagining of how tech companies operate. It ..read more

When we talk about CX Transformation, we’re talking about a serious business strategy, a game-changer for companies looking to stay ahead. It’s about reshaping how you interact with your customers in the current digital age, without losing that human touch. Yes, technology is a big part of it, but it’s not the whole story. Imagine walking into a store where the staff knows your name, your preferences, and exactly how to make your day better. Does anyone remember the movie Minority Report with Tom Cruise? That’s the kind of personalized service we’re aiming for but on a digital scale. It’s not ..read more

The future of AI seems to have everyone’s attention. Including yours truly. And let’s not forget all the drama going on with Sam Altman and OpenAI and his Steve Jobs moment. Only his moment didn’t take eleven years. Then we can switch over to Elon Musk and the happenings at “X”. That’s becoming a daily train wreck. The point is, that there’s always going to be something happening somewhere in the business world. These large corporations have no shortages of internal soap operas. Many times these little dramas play out and the attention put on them dances then fizzles and dies quickly like wate ..read more

In a recent move that’s grabbing headlines, ABS-CBN has shone a spotlight on a pivotal development in the Philippines’ business landscape. Their latest coverage unveils a bold new chapter for the Philippines BPO industry, marked by an innovative embrace of artificial intelligence. As we delve into this unfolding story, it’s clear that we’re witnessing not just a technological leap, but a strategic transformation set to redefine the industry’s future. This is about more than just keeping up with global trends; it’s about setting a new benchmark in the world of Business Process Outsourcing. The ..read more

GPTs are something else. I’ve already spent a good deal of time playing around with creating my GPTs as well as exploring the masterful work of others. Am I impressed? I suppose so. I mean it hasn’t even been a full year since OpenAI launched ChatGPT and the progression has been astounding. GPTs are the next logical step. … and I don’t see it stopping here. In a year or two from now, we’ll all look back and think how “old school” ChatGPT was. Don’t believe me? Well think about this — I’ve seen things go from vinyl to virtual reality in the blink of an eye. When the world welcomed me for the fi ..read more

In the grand theater of customer support, customer obsession metrics, and KPIs are not just numbers on a board; they’re the lifeblood of a strategy that thrives on customer happiness. This isn’t a game where the highest score wins; it’s a delicate dance of insight and action, where every step is measured, and every move is calculated. In this final encore of our series, we’re not just reviewing the performance; we’re giving you the tools to choreograph a masterpiece of customer engagement. So, let’s shine a spotlight on the metrics that matter and navigate the tightrope of challenges with the ..read more

Picture a business world where every handshake feels personal, every call ends with a smile, and every click brings a sense of satisfaction. That’s not just good customer service; that’s a full-blown, customer-obsessed culture. It’s the kind of environment where the customer’s voice echoes in every decision, every strategy, and every innovation. And guess what? It’s not confined to the realms of customer support. This is about infusing the customer-first mindset into the DNA of your organization. Ready to roll up your sleeves and plant these seeds company-wide? Let’s dig in. The Heartbeat of C ..read more

You’ve heard of symbiotic relationships in nature, where two organisms live in a mutually beneficial relationship. Well, guess what? The same principle applies to customer obsession and customer support. They’re not just two separate entities; they’re two sides of the same coin. In this blog, we’ll explore this intricate relationship and how mastering it can be your game-changer. We’ll delve into the dynamics, the mutual benefits, and the strategies to align these two forces for maximum impact. If you’re ready to unlock the full potential of your customer support by leveraging customer obsessi ..read more

Ever wonder why some companies have customers who act like die-hard fans, while others can barely keep them around long enough to make a second purchase? Well, it all comes down to their strategies and approaches to customer engagement. It’s not just about having a killer product or service. The secret sauce is customer obsession, and it’s the lifeblood that courses through the veins of your customer support team. In this blog, we’re dissecting the anatomy of customer obsession in customer support. We’ll explore what it is, why it’s the linchpin of customer loyalty, and how it’s evolved from t ..read more