Posts under ‘call center strategy’

The March issue of Connections Magazine features an article by Bryan DiGiorgio, CEO of CXO Global Solutions.
In Keeping Score - The Right Way, DiGiorgio explains that contact center executives need to “maintain a laser focus on the true indicators of success, tuning out the white noise” and offers a three-step strategy for approaching measurement, [...]

As we begin 2010, I’m proud of the journey CXO took in 2009 – and excited about where we’re headed in the year ahead.
In late 2008, we moved into our new offices, set up our state-of-the-art Command Center, and expanded our staff. We quickly established partnerships with some great new clients, and laid the groundwork [...]

CXO Global Solutions today announced it has acquired Florida-based S3 Integrity, the developer and distributor of the WuLi Solution™, a proprietary customer self-service business process and technology. This acquisition enhances CXO’s call center services portfolio with customer self-service offerings. The agreement will be effective January 1, 2010.
Mike Tripp, CEO at S3 Integrity, will [...]

The recession is apparently forcing many businesses to rethink their BPO and offshoring strategy, creating an interesting about-face in a trend toward captive outsourcing in India.
In a recent article in The Wall Street Journal (“Firms Shed India Centers to Cut Costs in Recession” — June 8, 2009) Ben Worthen reports that many companies who [...]

An article by Bryan DiGiorgio, CEO of CXO Global Solutions, appears in the May issue of Connections Magazine, the premier magazine for the Teleservices Industry.
In the article, DiGiorgio explains why communication — between agents and customers, sites and vendors (or suppliers), and vendors and clients — is the most important element for successful call center [...]

In the current economy, everyone is trying to cut costs and maximize efficiency. Unfortunately, this means some companies aren’t making any investments in their employees – even as they are asked to do more and more with less and less.
For too many employees, the only motivation to work harder is the “fear factor” – they [...]

Bryan DiGiorgio, CXO’s President and CEO, recently penned a special column in CP Wire, a contact center industry publication, offering his insights on empowering agents through communications, training and technology.
Follow this link to read the full article:

Transitioning an outsourced call center to an offshore or near-shore supplier requires thoughtful, strategic leadership with tight, hands-on management.
You may be a small company moving 100 seats out of a total of 500 to an offshore call center. Or you may be transitioning 10,000 seats out of 30,000. Regardless of size, the decision to [...]

If you’re a customer management executive and you want to achieve transformational change, you have to plow savings back into infrastructure – people, process and technology.
This means every business case you develop needs to allow for a proper level of investment. As your business grows, strategic reinvestment will have a flywheel effect, building the [...]

Call center suppliers are easy focal points when performance is off. You can measure and monitor supplier performance using a wide variety metrics, and this makes it easy to see performance problems.
But supplier performance – up or down – doesn’t always indicate cause and effect. In my experience, only about half of all problems [...]