As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive…
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This blog entry was written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. 2020 was indeed a unique year…
From pivoting on pay-for-performance metrics and decreasing their real estate footprints to designing new cost structures and doing site reviews virtually, vendor management organizations (VMO) are doing their best to...
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In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations…
