customer service: why outsourcing is the answer24AUGUST 2021CXPartnerSourceHow do you define “customer experience”? It’s the personal, one-on-one interaction between a consumer making a purchase, requesting information about a product or service, or requesting...
leading customer experience executives introduce CX Partner Source, bringing expertise to organizations seeking breakthrough BPO contact center services
Leading Customer Experience Executives Introduce CX Partner Source, Bringing Expertise to Organizations Seeking Breakthrough BPO Contact Center Services
Colorado based company combines decades of operating experience, proven strategic thinking, and new technology insights together to help organizations find and engage with the ideal BPO Partner
November 17, 2020; Grand Junction, CO – an assembly of Contact Center Business Process Outsourcing senior leaders, assembled by Founder and President Tom Silzell, today announced they have established a new advisory business, CX Partner Source, driven by disruption in the growing BPO industry and new opportunities for businesses, government agencies and others to identify and connect with contact center operators who can provide greater value and more modern experiences to customers in a changing world.
Silzell, an industry veteran whose passion for customer service and commitment to quality is well-known following a three-decades long journey working with many of the finest companies in the world to improve their customer experience (CX), is bringing together experts in relationship development, sales, marketing, technology, contracting, and strategic planning to form a core team who are recruiting additional leaders who are likewise inspired to bring fresh ideas and improved economics to buyers of BPO services by Partnering with a select array of mid-size BPO companies who are disrupting the BPO industry by focusing on the employee and client experience for programs of all sizes, large and small.
“I’ve spent the better part of my life in the BPO industry, and in the context of dramatic change and unstoppable growth, and exciting innovations in serving customers with more personalization, more empathy, and more efficiency than ever thought possible, I knew it was time to invest in a business model that supports the brave new BPOs who are taking on the giants by bringing their offerings to thousands of organizations ready to Partner with BPO’s who have a genuine concern for their client’s customer experience,” Silzell said.
The BPO industry continues to grow, according to an Infinity Research report published in July 2020. According to the firm, the call center outsourcing market is poised to grow by over $13 billion over the next four years, progressing at a CAGR of 3% during the forecast period.
The global COVID-19 pandemic has dramatically accelerated the virtualized call center, which had been a growing trend facilitated by the cloud, new software applications, the availability of broadband and momentum of the “gig economy.” With thirty-five percent of the customer experience (CX) workforce expected to Work-from-Home by 2023, up from 5 percent in 2017, according to Gartner, CX Partner Resource team saw an opportunity to help organizations take advantage of better solutions at lower costs, yielding higher levels of customer satisfaction and loyalty.
“We’ve spent the first year prior to launching CXPS identifying and meeting with alternative BPOs, and spending time with buyers of BPO services, businesses, and agencies operating their own CX platforms and contact centers to truly understand their needs and desires in a changing world,” Silzell said. “We are now prepared to introduce the market to the best new BPOs and their individual offerings to companies ready to make their moves up to simply better CX programs that can often save money, while meeting new business goals and driving extremely positive customer satisfaction and ongoing loyalty. Different from a traditional broker who simply brings options to organizations to earn commissions from traditional BPOs, our team remains engaged to ensure whatever match is made is fully supported all the way through contracting and ongoing success assurance.”
Based in Grand Junction, Colorado, CX Partner Source has assembled a global network, and growing dataset of fully vetted and registered BPOs and have a solution for any geographic, work-at-home and vertical expertise requirement, in parallel with a growing dataset of enterprises, small and medium businesses, government agencies, non-profit organizations who are seeking CX improvements through efficiency and innovation. The company was created to inspire and educate companies who want to outsource CX services (contact center, technology, and managed services) on the advantages of Partnering with a mid-size provider.
“Unlike larger BPO’s, mid-size Partners see value in every client relationship no matter the size,” Silzell said. “Every client is a strategic client and has access to the executive team, and in most cases, the owner of the company. Unlike larger BPO’s, mid-size Partners have low overhead which, in almost all cases, allows them to offer a much lower rate and better deal terms.”
The founding leadership team, in addition to Silzell, includes Joe Fiorello, Director, Relationship Development, Brad Richards, Leader, Global Advisory Solutions, Scott Wilson, Legal Advisor, and Cynthia Artin, Marketing Advisor.
About CX Partner Source
We offer businesses a scalable contact center outsourcing solution by leveraging a network of small and medium size BPO’s who will provide the right amount of focus, attention, and added value to each client. CX Partner Source has established a network of BPO disruptors, who can offer a better performing, more scalable, and cost effective solution than the larger, more well-known BPO suppliers who tend to focus solely on their largest clients who provide 80% of their revenue.
clients aren’t from mars and customer care providers don’t have to be from venus – managing great expectations
Good relationships don’t just happen.
They don’t happen in life and they certainly don’t happen in business either. In the corporate world, they take work. They take a lot of work. We’re not talking about transactional relationships where commodities are bought and sold. These associations are one-time or occasional transactions that don’t require a deep understanding of your client’s long-term needs.
when should I consider changing my contact center outsource partner?8JUNE 2021CXPartnerSourceMaintaining a healthy relationship with your chosen BPO partner is crucial to maintaining a healthy relationship with your customer. With that said, sometimes it makes sense...
Selecting the right BPO partner can be challenging – after all, you are trusting another company with your most valuable resource, your clients. Further complicating matters is the ever-expanding lists of providers from around the globe.
what makes a contact center outsourcing partnership work?16JUNE 2021CXPartnerSourceAs we’ve stated before, managing a healthy contact center outsourcing partnership takes work. The largest component to success is ensuring you have selected the right partner....