Business Process Outsourcers and the True Value of Employee Engagement with Luke Jamieson

Connected Knowledge from Upland Software

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This week on the show, we’re talking about BPOs, Business Process Outsourcers, and the role they serve in customer support organizations. Now, once you pull back the curtain on using BPOs for customer support, you wouldn’t be blamed for conjuring stories of customer service frustration, long wait times, mysterious call routing, the works. This week’s guest has a different perspective and the call center leadership CV to back it up.

At the top of the list of Luke Jamieson’s many credentials, he’s a customer experience maven and has much to teach about how the BPO relationship can enhance relationships up and down the customer experience chain. He’s also a podcaster, blogger, and author of the soon-to-be-released book More Sense, Less Incentive, and he’s a solutions architect right here at Upland.

Luke joins Pete Wright to discuss the trends in BPO utility for customer service and the best-in-class dedication many BPOs are providing their teams to reaffirm their commitment to client brand frontline representatives, building development paths for positions often considered fungible, and giving frontline staff the right knowledge management tools can bring renewed agency and empowerment to the individual representatives using them.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(01:06) - A framework for BPOs in Employee Engagement
(01:42) - Exercise in Contrasts
(06:55) - A Best-in-Class Organization
(10:49) - Fungible v. Agency
(14:45) - Evolution of the Call Center Experience
(18:23) - Improving the Experience of the Call Center Team
(22:36) - Business Unit Adoption
(26:54) - The Upland Tools: Panviva & RightAnswers
(30:39) - First Steps