When businesses think about outsourcing, especially to a BPO (Business Process Outsourcing) provider, one common thought pops up: “Is it just a cost-cutting trick or a smart investment?” Let’s clear the air – BPO is no longer just about saving money, it’s about building an agile, scalable, and efficient business model that grows with you....
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...
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 But in 2025, that mindset is outdated.Today’s business leaders are looking beyond price tags – and toward partnerships that drive value.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....
Balancing Short-Term Wins with Long-Term Strategy In today’s competitive business environment, leaders are constantly navigating a difficult duality—delivering short-term results while staying focused on long-term strategic goals. The pressure for immediate ROI, quarterly performance, and fast execution is real. But without a long-term vision, even the best short-term wins can become unsustainable. So, how do...
Culture vs. Strategy – Which Wins in the Long Run? + By Ruchita Shah, Managing Director at Makshi Infotech Pvt. Ltd. The famous quote by management guru Peter Drucker still echoes in boardrooms: “Culture eats strategy for breakfast.” But is that still true in 2025, when markets shift overnight and strategy must adapt faster than...
Top BPO Trends That Will Shape the Future of Customer Support The Business Process Outsourcing (BPO) industry is evolving rapidly-and with customer expectations changing faster than ever, it’s time to take a closer look at what’s shaping the future of customer support. Here are the top trends businesses should keep an eye on: 🔹 1....