Training & Onboarding Outsourced Call Center Agents
A guide to training and onboarding outsourced call center agents: bridge culture, align on brand, and set BPO partners up for success.
Edvin Cernov
CX Insights & Strategies
Practical guidance on call center outsourcing, CX strategy, customer journey mapping, and the technology that powers it all.
Latest articles, page 4
How to Choose a BPO Vendor: Criteria, Questions, Red Flags
Choose the right BPO vendor in 2026: criteria that matter, diagnostic questions to ask, red flags, pilot structure, and how to build a weighted scorecard.
Edvin Cernov
BPO Pricing Models Compared: Hourly vs FTE vs Per-Ticket
BPO pricing runs $8-15/hr offshore, $14-22 nearshore, $30-45 onshore, or $1,200-$9,000 per FTE monthly. Compare all six models and normalize quotes on one axis.
Edvin Cernov
Healthcare Customer Service Outsourcing: What's Different
Healthcare support outsourcing is two different markets: payer member services and provider patient support. HIPAA diligence decides who is qualified for either.
Edvin Cernov
Why Ecommerce Brands Outsource Customer Support
Why ecommerce brands outsource customer support: scaling peak seasons, cutting cost, and improving quality across digital channels.
Edvin Cernov
The 22 Customer Service KPIs Worth Tracking
22 customer service KPIs, each with its formula and a benchmark. The harder question is which ones deserve a slot on a dashboard anyone reads.
Edvin Cernov