HeyJaredCall Center Outsourcing Podcast
The Call Center Outsourcing Podcast by Focus Services explores the latest trends in call center outsourcing, AI-powered customer support, and global BPO strategies.
- Indexed episodes, last 90 days
- 41
- Latest publication
- Sep 9, 2026
- Audience
- Checking…
- Earliest in this view
- Jul 17, 2026
Latest episodes
Customer Support Customer Support Excellence in 2026 (opens the original)
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Supporting the Support: Customer Support Excellence in 2026 — a concise strategic tour of how organizations must 'support their support' to deliver customer support excellence. Based on the Focus Services article at https://www.focusservices.com/customer-support-customer-support/ , this episode covers multichannel complexity, knowledge management, unified agent desktop and tech stacks, microlearning and quality assurance, workforce management and wellbeing, compliance and data privacy including
Customer Support Customer Service: Strategic Guide (opens the original)
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Customer Support + Customer Service: A Strategic Snapshot — a concise, executive-level guide based on https://www.focusservices.com/customer-support-customer-service/ . Jan and Felipe walk through an integrated approach to customer support customer service in 2026. Chapters cover the blurred lines between support and service, a strategic framework (people, processes, technology and service level standards), workforce planning, AI-enabled platforms and omnichannel routing, quality management and
Outbound Call Center: Strategy, Tech & ROI in 2026 (opens the original)
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Outbound Call Center: Strategy, Tech & ROI in 2026 — a concise guide to building, optimizing, and measuring outbound call center programs. Based on https://www.focusservices.com/outbound-call-center/ , this episode walks through why proactive outreach matters, what defines an outbound call center, essential technology like predictive dialers, compliance under the Telemarketing Sales Rule and do-not-call registries, metrics such as contact rate and conversion rate, recruiting and training agents,
Contact Center Agent: Guide to Hiring & Performance (opens the original)
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Contact Center Agent: Guide to Hiring & Performance — based on the Focus Services blog ( https://www.focusservices.com/contact-center-agent/) . A concise, actionable guide to recruiting, training, and retaining modern contact center agents. Topics: the evolving contact center agent role and omnichannel engagement; AI-powered tools and real-time coaching; recruiting tactics and realistic job previews; training and onboarding best practices; performance measurement and quality assurance; agent exp
Contact Center Service Level: Metrics That Drive Success (opens the original)
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Contact Center Service Level: Metrics That Drive Success — a concise primer on contact center service level from Focus Services. Based on https://www.focusservices.com/contact-center-service-level/ , this episode walks through what contact center service level measures (including the common 80/20 benchmark), why service level matters beyond speed, how to set realistic targets, the basics and limits of Erlang C, and practical steps combining math, tech, and people. Chapters cover fundamentals, st
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