Podcast ¦ CX Diaries: The Art of Transitioning to Outsourced Contact Centres with Ray Biggs Navigating Challenges and Embracing Change in Customer Service

Access the full podcast series here Summary: In this podcast episode, Ray Biggs, Chief Operating Officer at venture Ray, discusses his transition from a career in in-house contact centers to becoming an outsource provider. He shares insights into the differences he has noticed between in-house and BPO, including the faster pace and the added dynamic of managing clients. Biggs also emphasizes the importance of listening to customers and agents for valuable insights and highlights the significance of soft skills in training and delivering better customer experiences. Ray Biggs moved from a career in in-house contact centers to becoming an outsource provider for more variety and new challenges. The main differences Biggs noticed between in-house and BPO include the faster pace and the added complexity of managing clients. Biggs emphasizes the importance of listening to customers and agents for valuable insights and suggests that organizations shoul...

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