Business Processes Redefined LLC

Entrepreneurs and business owners are ”always on.” Such leaders must remain one step ahead of their competitors if they want their companies to succeed. The fight to the top can be long and arduous. But even if you get there, you must sustain your position as an industry leader or risk losing ground to up-and-coming […]

Leaders commonly share attributes like wealth, status, and recognition. Those leaders who define success by such attributes are often motivated by power and achievement. The more personal gains they secure, the more successes they perceive. Other leaders, however, don’t define success by indicators that are so easily measured. For these leaders, higher profits may indicate […]

By Lauren Irwin-Szostak / April 30, 2020             The COVID-19 pandemic has affected businesses in all industries, but perhaps none more than the global outsourcing industry.  Recent media reports have predicted that companies may begin to repatriate call center and other customer service operations which they had previously offshored to India, the Philippines, and other […]

Customer service is the most important part of your business operations. If you aren’t committed to providing a full customer experience, you’re undercutting your ability to succeed in your industry, even if your products are superior to those of your competitors. Business owners are now beginning to realize the significance of customer service operations, but […]

By Lauren Irwin-Szostak / April 28, 2020 Round two of the Small Business Administration’s Paycheck Protection Program (PPP) launched yesterday with $310 billion in additional funding, after the first round’s $350 billion was exhausted in less than two weeks (between April 3 and April 16).  Unfortunately, the SBA’s E-Tran loan processing system crashed shortly after […]

Leaders are planners. They’re visionaries, strategists, and big-picture thinkers. You’d be hard-pressed to meet a business owner who didn’t pride themselves on how adaptable they are to new situations, whatever may lie ahead.  But running a business is difficult, and anyone brave enough to take on that challenge better be ready for some tough times. […]

By Lauren Irwin-Szostak / April 23, 2020 For at least the past five terms of Congress, both the United States House of Representatives and the United States Senate have introduced proposed legislation entitled the “United States Call Center Worker and Consumer Protection Act.”  In each of the last four terms, the bills died in committee […]

It’s all too easy to stew in self-isolation. As a business leader, you find yourself mulling the same questions as the coronavirus crisis stretches on for another day, another week and another month. Isolated from your staff, you begin to wonder how long the crisis will last and how long it will take to reopen […]

By Lauren Irwin-Szostak / April 9, 2020             State governments, spurred on by the federal government, have effectively shut down business in America in response to the COVID-19 pandemic, throwing millions of Americans out of work and threatening the future existence of their jobs and their employers.  This economic crisis demands a drastic response: a […]

                The April 1, 2020 online edition of the Charlotte Observer features an article that begins by noting that “bank call centers are swarmed with thousands of requests to delay mortgage payments, get fee waivers and help people sort out the biggest economic dislocation in recent memory,” thereby creating “call volume at record highs and […]