BPO stands for "business process outsourcing." In short, it's a business practice we see implemented when an organization decides to outsource activities like payroll, human resources, billing and ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer Service Week is celebrated each year during the ...

It’s a simple question, but there’s often a complex answer, especially for employees at FedEx, who handle an average of 16.5 million packages a day. Today, machine learning is making getting those ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...