Business Processes Redefined LLC

Congress left town last week for its summer recess without passing a new economic stimulus package, and while few doubt that such a package will eventually pass, much confusion exists as to whether, and under what conditions, it will contain another round of funding for the Paycheck Protection Program (PPP). The PPP stopped taking applications […]

Should leaders be high-thinking? Or high-feeling? That’s actually the wrong question—since the best leaders manage to be the best of both. Leaders are expected to possess a culmination of all the best personal characteristics. As such, leaders often feel like they’re being pulled in a million different directions. CEOs must be unwavering, yet flexible; fearless, […]

Leveraging opportunities to improve a company’s operations is critical always, but especially so in times of crisis. As business owners consider their options, they must pursue opportunities that positively impact their bottom lines without sacrificing their clients’ best interests. One business- first strategy that owners should consider is outsourcing their customer service needs. Traditionally, outsourcing […]

Throughout the past three months, state unemployment offices across the United States have consistently and repeatedly been unable to handle the flood of calls from displaced workers seeking to file claims, to obtain benefits, or to secure information.  Unfortunately, and inexplicably, state governments seem incapable of solving those recurring problems, despite the availability of U.S.-based […]

Three recent articles appearing on Bloomberg’s news website suggest that U.S. businesses are continuing to offshore call center and customer service operations to faraway lands despite problems inhibiting those foreign operations’ ability to service those businesses’ needs in light of structural changes required by the COVID-19 pandemic.  At a time when Americans desperately need jobs, […]

Optimism feels a little harder to come by these days. We’re in the midst of an unprecedented pandemic that has upended what normalcy looks like across our day-to-day lives. Every new update we read or hear seems to get grimmer by the minute. The world doesn’t look like it did a few months ago. If […]

What if I told you there was a way your business could be ten times more profitable? Would I have your full attention? What if I told you that you could not only earn this extra money, but also feel more fulfilled at your job and have a team of happier employees? Now I know […]

Leadership comes in many different forms. Some leaders are creative and forward thinkers who manage back-of-house issues with talent and efficacy. Other leaders take a people-first mentality and seek counsel from other team members for improvements to their company’s operational efficiencies and growth strategies. The most effective leaders do both.  There is no secret to […]

A recent article in Vox entitled “One nation, on hold” makes the point (in its subtitle) that “Call centers have never been more important – or more strapped.”[1]  Indeed, despite the negative stigma that unfairly cloaks much of the industry, call centers have proven to be as critical to society as the public utilities that […]