by April Sealy, Vice President, Operations and Customer Solutions, Elevate | May 2, 2019 | CCS, CCW
Introduction Recently, members of the Customer Engagement Leadership Council gathered for a unique member benefit — a Virtual Executive Assembly (VEA). VEA’s are expert or member led-presentations on timely industry topics that include best practice sharing,...
by April Sealy, Vice President, Operations and Customer Solutions, Elevate | Dec 4, 2017 | CCW
Using Business Process Outsourcing (BPO) to staff customer service has evolved significantly during my career. From a focus in the 1990s on cost-saving measures, by moving simple transactional processes to BPO, it has now become more about the need for strategic...
