Outsourcing
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Ethical AI in BPO: How We’re Balancing Automation with Human Connection
Jul. 09, 2025In this thought leadership piece, Mark Ormeny explores how ethical AI is reshaping the BPO industry — blending smart automation with human empathy to elevate customer experiences. From hybrid support...
by Mark Ormeny, Value Manager -
How Visionary Brands are Rewriting the BPO Playbook
Jun. 18, 2025In this thought leadership piece, Suzana Sandu, director of operations, explores how today’s most visionary brands are redefining the role of BPO --transforming it from a transactional support...
By Suzana Sandu, Director of Operations -
Meet the Super Agent: The New Standard for Customer Experience Excellence
Jun. 13, 2025CGS marketing manager Mira Stanescu explores the rise of the 'Super Agent' -- a new breed of contact center professional who blends technical fluency, emotional intelligence, and sales instinct....
by Mira Stanescu, marketing manager -
From Script-Readers to Storytellers: How CGS Turns Contact Center Agents into Brand Heroes
Jun. 11, 2025In this thought leadership, Joshua Mims, director of implementation & solutions architecture, shares how CGS transforms contact center agents into true brand ambassadors through immersive...
by Joshua Mims, director, implementation & solutions architecture -
From Cost Cutter to Growth Partner: The Strategic Evolution of BPO
Jun. 04, 2025This thought leadership piece from Octavian Lixeanu, Vice President of Operations at CGS Romania explores how BPO has evolved from a back-office cost-saving tactic into a strategic driver of...
by Octavian Lixeanu, Vice President of Operations, CGS Romania -
The Future of BPO: Why BPO Is a Rapidly Growing Industry
May. 21, 2025Business process outsourcing (BPO) is a business strategy where companies delegate certain processes to external providers. BPO saves costs and allows companies to scale up their operations.