From Call Resolution to Customer Advocacy - Rethinking KPIs in 2025

BPO and customer service teams have been measured by a familiar set of performance indicators: Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction Score (CSAT). These ...

Designing Human-AI Collaboration Models in the BPO Workplace

Articles

The BPO (Business Process Outsourcing) industry has long been a backbone of global customer care, handling everything from technical support to back-office operations. But as AI and automation resh...

Agentic AI for Real-Time Decision Support in Contact Centers

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How Autonomous AI Agents Are Transforming Decision-Making at the Frontlines of Customer ExperienceContact centers have historically relied on rigid scripts, basic automation, and human supervisors ...

Strategies for Better Contact Center Performance

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Contact centers have evolved from being transactional support centers to strategic enablers of customer experience. In today's experience economy, how a business responds to its customers can defin...

From Cost Efficiency to Value Creation

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For years, Business Process Outsourcing (BPO) was driven primarily by the need to reduce operational costs, enhance efficiency, and streamline non-core activities. Companies saw outsourcing as a wa...

Evolving Client Expectations in the BPO Landscape

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The Business Process Outsourcing (BPO) industry has witnessed a remarkable transformation over the past decade. Once seen primarily as a cost-cutting mechanism, it has matured into a strategic func...

Creating a Culture of Continuous Learning in BPO Teams

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In the bustling world of Business Process Outsourcing (BPO), where client expectations evolve rapidly and technology disrupts traditional models almost overnight, the biggest competitive advantage ...

From Call Resolution to Customer Advocacy - Rethinking KPIs in 2025

Designing Human-AI Collaboration Models in the BPO Workplace

Agentic AI for Real-Time Decision Support in Contact Centers

Strategies for Better Contact Center Performance

From Cost Efficiency to Value Creation

Evolving Client Expectations in the BPO Landscape

Creating a Culture of Continuous Learning in BPO Teams

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