Hosted by Unknown Host · 🇺🇸 US · EN · 45 episodes
Established thought leaders with verified media credentials.
The Call Center Outsourcing Podcast by Focus Services explores the latest trends in call center outsourcing, AI-powered customer support, and global BPO strategies. Hosted by BenJoe Markland, President and COO, and Jan Santafede, VP of Marketing, this podcast delivers expert insights on scaling customer experience, improving operational efficiency, and leveraging AI solutions for call center environments. Learn how companies are transforming support operations through outsourcing, automation, and omnichannel customer engagement.
Unknown Host hosts Call Center Outsourcing Podcast, a business show with 45 episodes published.
Call centers in the United States continue to play a critical role in customer experience, revenue growth, and brand loyalty. In 2026, organizations face increasing pressure to balance rising customer expectations with l
Inbound and outbound calls remain at the core of customer communication strategies, but in 2026, success depends on far more than simply answering or making calls. Organizations must balance customer experience, workforc
Customer care and customer service are often used interchangeably, but they serve different purposes within the customer experience journey. In 2026, organizations that excel at both are better positioned to improve rete
Customer service has become one of the most important drivers of customer retention, brand loyalty, and long-term business growth. In 2026, modern call centers are no longer viewed as cost centers—they are strategic asse
Call center operations management has become one of the most important competitive advantages in customer service. In 2026, organizations must balance rising customer expectations with increasing labor costs, evolving te
Service quality assurance has evolved far beyond traditional call monitoring. In 2026, leading contact centers use structured quality frameworks to improve customer satisfaction, increase retention, reduce operational co
Offshore BPO services continue to be a powerful growth strategy for organizations seeking scalable operations, specialized talent, and cost efficiencies in an increasingly competitive business environment. In 2026, succe
undefined To learn more about how call center outsourcing and AI solutions can improve your customer support operations, visit: https://www.focusservices.com Podcast may feature AI-generated material for voice enhancemen
undefined To learn more about how call center outsourcing and AI solutions can improve your customer support operations, visit: https://www.focusservices.com Podcast may feature AI-generated material for voice enhancemen
(00:00:00) Outsource Customer Experience: A Strategic Guide (00:01:00) Benefits leaders see when outsourcing Customer Experience (00:01:29) How should organizations evaluate partners (00:02:00) What governance frameworks
(00:00:00) Automated Call Center Solutions Guide 2026 (00:00:47) What do we mean by automated call center solutions in 2026? (00:01:13) Which core component should companies focus first for the biggest impact (00:02:05)
A concise strategic briefing on call center outsourcing services for 2026. BenJoe Markland and Jan Santafede discuss why outsourcing matters for cost efficiency and scalability, how to choose the right outsourcing model—
(00:00:00) Call Center For Customer Service Strategy Operations (00:00:48) What are the essential platforms components for a cloud contact center platform (00:01:34) How should teams recruit and train agents for this mod
undefined To learn more about how call center outsourcing and AI solutions can improve your customer support operations, visit: https://www.focusservices.com Podcast may feature AI-generated material for voice enhancemen
(00:00:00) Agent Customer Service Satisfaction 2026 (00:00:41) What are the foundational skills every agent needs this year? (00:00:57) How should organizations onboard and train agents to build those skills? (00:01:19)
(00:00:00) Call Center Automation Solutions 2026 (00:00:29) How do modern call center automation solutions meet both pressures? (00:00:53) What does call center automation really mean now? (00:01:29) Hybrid Service Model
(00:00:00) Outsourced Call Center Travel: Why Travel Brands Need Specialized Support (00:00:46) What makes Travel Call Centers Different (00:01:09) How does outsourcing help travel brands strategically (00:01:32) What Co
(00:00:00) BPO Services: Strategic Outsourcing for Modern Business (00:00:21) The Evolution of Modern BPO Services (00:00:59) Core Functions Companies Outsource (00:01:32) Choosing the Right BPO Partner (00:02:03) Reduci
(00:00:00) Call Center BPO: Strategy Guide for 2026 (00:00:52) What Modern Call Center BPO Is? (00:01:10) In-House vs. Outsourced Support (00:01:30) Why Organizations Choose BPO Now (00:01:46) AI in Call Center Operation
(00:00:00) Customer Service and Outsourcing A Strategic Guide (00:00:28) The Modern Landscape (00:01:11) Why Companies Outsource Customer Service (00:02:14) Maintaining Quality — Benchmarks & Controls (00:02:57) Selectin
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Call Center Outsourcing Podcast is hosted by Unknown Host. The show is categorised under Business (management) and has published 45 episodes.
Call Center Outsourcing Podcast has published 45 episodes.
Call Center Outsourcing Podcast regularly covers Business, Management. It sits in the Business category, with a management focus.
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