BPO Vendor Management: How to Run an Outsourcing Partner
BPO vendor management is the buyer-side work of running an outsourcing partner after signing. Most quality drift starts on your side, not the vendor's.
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 7
Customer Self-Service: Knowledge Bases and IVR, Done Right
Customer self-service built for deflection annoys people into churning quietly. Build for resolution instead, and measure it honestly.
Edvin Cernov
How to Optimize the Digital Customer Journey
Digital journey optimization usually polishes touchpoints that can't see each other. Prioritize by revenue and fix the data layer first.
Edvin Cernov
7 Signs to Outsource Your Call Center
Seven signs it's time to outsource your call center: rising cost-per-contact, long hold times, agent burnout, seasonal surges, and the math on when to act.
Edvin Cernov
In-House vs. Outsourced Call Centers: How to Decide
The in-house vs outsourced call center decision is per-seat math plus honesty about control. Nearly half of mid-market lands on hybrid anyway.
Edvin Cernov
AI Co-Pilots in the Call Center: Where They Pay Back
AI co-pilots pay back in handle time and CSAT before anything else. Knowing where they quietly fail is what separates pilots from rollouts.
Edvin Cernov