Category: Industry Insights

Traditional customer service suffers from predictable department friction. Training departments blame talent acquisition for sending unprepared candidates. Talent acquisition blames training for failing to develop the people they hired. The result? Finger-pointing, defensiveness, and customer experience that suffers while departments...

Too many BPO providers treat training like a factory assembly line. They swap out the company logo, update a few product names, and call it customized. This manufactured approach might check compliance boxes, but it creates a jarring disconnect for...

Most BPO agents get thrown into the deep end on day one. They’ve memorized scripts, practiced pleasantries, and then — boom — they’re facing a frustrated customer whose account was charged twice, and they freeze. At Support Services Group (SSG),...

By Jenn Dunfee, Vice President of Learning & Development at Support Services Group After 23 years in the BPO industry — starting on the phones myself and working my way up through operations, quality, and HR — I’ve learned one...