Whether you are managing a small company, midsize boutique, or big business, you need to keep a close eye on how your customer service team is doing, and the best way to check in on the state of your customer service model is to conduct an audit.
Since its inception, the growth of the e-commerce industry has skyrocketed, reaching a peak growth rate of 17.1% in 2021. Though the growth rate of the e-commerce market has since cooled down, it remains incredibly high today, and it is expected to stay that way for quite some time, with experts still projecting a growth rate of at least 8% over the next few years.
Business process outsourcing (BPO) is a process that allows small to mid-market brands to deliver better support and tap into scalable resources at price points that make sense.
When we published our first edition of this report in 2020, remote work had just seen an explosion in popularity due to the pandemic. Since then, remote and hybrid working have become the "new normal" for lots of organizations.
Despite the run-away success of outsourcing, anchored on some finely evolved principles, standards and ethics, many of the organizations haven’t seen the rosy picture yet; some just boarded the bus, as they feared being left out; others, the happier ones have managed that big grin with aplomb.
