The BPO industry is entering a new talent era. As automation reshapes repetitive workflows, people remain at the center of customer experience-only the required skills are evolving. Here are the hiring trends every support-service leader should watch in 2025. 1. Hybrid Skill Sets Are the New Baseline Recruiters no longer screen only for voice-process experience....
Outsourcing customer support can be a smart move—saving costs, increasing efficiency, and offering 24/7 availability. But if done poorly, it can lead to frustrated customers and a damaged brand image. Here are the top 5 mistakes businesses often make while outsourcing support, and how you can avoid them: ❌ 1. Choosing the Cheapest Vendor The...
In a world that’s evolving faster than ever, the question isn’t whether your business will change – it’s how fast and how well you’ll adapt. From AI-powered decision-making to purpose-driven leadership, the next 5–7 years will reshape how companies work, grow, and lead. If you’re a business owner, CXO, or growth leader, here are the...
What Is a Startup? Debunking the Myths and Redefining Growth in India’s New-Age Economy In today’s fast-moving digital world, the word “startup” is everywhere. But what does it really mean? Is it just a tech company?Does it always lose money?Is massive scale the only sign of success? Let’s clear the confusion—and rethink what a startup...
Quality Monitoring: Keys to Consistent Service Excellence In today’s fast-paced business environment, maintaining consistent service excellence is not a luxury — it’s a necessity. For companies relying on customer support, sales, or back-office operations, Quality Monitoring (QM) plays a critical role in delivering reliable and high-performing services. But quality isn’t just about ticking checkboxes. It’s...
Women Empowerment in Business: Leading the Future, Today In 2025, women empowerment in business is not just a movement-it’s a global shift in leadership, innovation, and impact. Across industries, women are not only breaking glass ceilings—they’re redesigning the rooms entirely. From startups to boardrooms, women are increasingly leading with empathy, resilience, and strategic brilliance, changing...
Beyond Metrics: How Leadership Can Build Meaningful Client Relationships in B2B Support Services In the B2B support services industry, metrics matter—response times, SLAs, CSAT, and more. But beyond the dashboards and reports lies something far more powerful: meaningful client relationships. Today, as businesses increasingly outsource support services, they’re not just looking for cost savings. They’re...
In today’s fast-paced business environment, Continuous Process Improvement (CPI) is no longer optional—it’s essential for long-term success. Forward-thinking business leaders are now embedding process excellence into the very DNA of their organizations. But what does it really take to build a culture of continuous improvement? What is Continuous Process Improvement (CPI)? Continuous Process Improvement refers...
Outsourcing vs. In-House: What Smart Business Leaders Are Choosing in 2025Not long ago, outsourcing was seen as a cost-cutting tactic. Something businesses did to “get the job done” for less. But in 2025, that mindset is outdated.Today’s business leaders are looking beyond price tags – and toward partnerships that drive value. The real question isn’t...
By Ruchita Shah, Managing Director at Makshi infotech Pvt. Ltd. Customer Experience Is the New Marketing Think about the last time you raved about a brand to your friends. Was it a clever ad that impressed you — or how effortlessly they solved your problem? Chances are, it was the experience that stayed with you....