Jared Koll’s Post

https://lnkd.in/gjP8gmnm

How OC helps CX leaders stop overpaying and underperforming with BPO Services (3 Steps) 🔸Strategy Call. We gather basic info on your contact center and CX use case. 🔸Savings Breakdown. Our experts analyze your data and compare it to industry standards, benchmarking costs and highlighting areas of opportunity with outsourced labor and CX AI. 🔸Implement Insights. With detailed analysis of the regions and technologies that can cut labor costs, drive CX and revenue, you have actionable steps to improve performance – and YOU get to choose the best option. All of this benchmarking info is yours to inform your CX strategy, whether you use our recommendations or not. DM if a strategy call makes sense.

Can you tell which "Jared" is the #ai robot? Drop your guess in the comments. 🕒 2 years ago: Couldn’t even run this test. 🕒 1 year ago: Still easy to spot, took some work to build. 🕒 Today: Almost seamless—just a few tweaks needed. 🕒 Tomorrow? We’re here to help you get there. If you’re managing CX and AI, it pays to know where the future is headed. #contactcenter #outsourcing

This year, ESPN signed an NBA media rights deal that is 3X the value of the previous deal. Zach writes, does TV, hosts podcasts, and is one of a handful of NBA insiders that can actually break news + deliver insights. Oh, and pretty universally lauded by the fanbase and athletes. Pat McAfee -- gifted at fart noises, drinking publicly, and commanding $17M/yr -- still gainfully employed.

While Google SERPs still dominate organic engagement, Reddit is steadily chipping away at that stronghold. MORE IMPORTANTLY, people trust Reddit more than Google’s search results, IMO. Why? Because Reddit is a collection of diverse opinions that foster meaningful dialogue and aim to reach something close to consensus—especially useful for buyers researching partners, brands, or CX strategies. Personally, I’m bullish on Reddit for one main reason: I trust communities more than an opaque algorithm -- especially one that is getting more and more diluted by ad dollars by the second. At Outsource Consultants, we provide a network of expertise that fuels the kind of insightful, data-driven discussions you’d expect from the best Reddit threads: 🔸First-hand experiences with CX partners 🔸Transparent pricing insights from peer networks 🔸Deep knowledge of vendors' strengths and weaknesses 🔸Unbiased advice with no preference for any specific partner or strategy If you’ve ever tacked "Reddit" onto your Google searches for better advice, and you're seeking top-tier insights on BPO or CX AI, follow our company page or send us your questions! #CX #contactcenter #BPO

36 minutes and counting. It's stuff like this that makes your customers susceptible to churn. There isn't a single competitor I won't listen to at this point. if you're worried about the CX your end users are receiving, would love to intro some great partners. #cx #contactcenter

"Our BPO partner missed KPIs again!!! Now what?" We recently covered this topic on our blog. Here's my bite-sized take: #contactcenter #outsourcing #BPOs

This might be the most important thing thought leaders can do today.

I think every single chat interaction should start with some version of what Riverside.fm does. "Here's a list of FAQs (simple queries an AI assistant is more than capable of tackling)...or just tell me you want a real person to assist..." This is great for two reasons: 1️⃣ It lines up both low-hanging fruit issues and more complex interactions for success from step one. 2️⃣ I wouldn't be shocked if all manner of AI assist and AI-suggested responses are fueling their agents behind the scenes. Kudos. #cx #contactcenter #outsourcing

If you have big CX goals, but no budget or buy-in... ...there's a blended approach that simplifies the process and can get almost any business unstuck. We call it our CX Dream Path – a framework for leveraging vetted partners to handle outsourced labor and CX technology (including AI). "Cool, but what does it cost?" That's the best part of this framework – by design, it unlocks the budget you need, so you don't have to choose between staying on budget or elevating your CX initiatives. The approach helps you access funds to invest in CX, regardless of where your current budget sits. Further, the CX Dream Path framework recognizes that not every problem is a nail, and not every solution is a hammer. Your perfect CX blend will likely be different from anyone else -- so make sure whomever you're working with is building YOUR CX Dream State, and not biasing toward their preferred providers. #CXStrategy #CustomerExperience #AI #Outsourcing #TechInnovation