The 1965 Beatles hit, Help!, was written during the height of Beatlemania. Released a month before their famous record-setting concert at New York’s Shea Stadium that drew over 55,000 screaming fans, it went to #1 in both the UK and US and was the fourth of six straight #1 singles in a row for the Fab Four. The little band from Liverpool was now the biggest band in the world. John Lennon’s lyrics display an honesty about his uncomfortable relationship with fame and was a favorite of Lennon’s. A year later, the Beatles would stop touring altogether.
Taken in another context, the lyrics of Help! sound like a growing company that’s realized it can no longer rely solely on its own people, processes, and technology. Whether it’s answering customer inquiries or securing the right technology, lots of companies start looking for help as they grow. Outsource Consultants has been lending a helping hand for over a decade. This week, I chat with Tom Luther, Director of CX Advisory & Partnerships, about technology strategy, adoptions, and how leveraging a BPO can help with both.
We discuss:
- New Customer Experience Technologies
- AI Noise Cancellation
- Automated Post-Interaction Notes
- Automated Quality
- How to afford new technology adoption
- How outsourcing impacts the P&L, HR, and CX
- Why outsourcing doesn’t mean offshoring
- How to get great results from nearshore/offshore outsourcing
- The future of BPOs
Connect with Tom on LinkedIn
Music courtesy of Big Red Horse
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