There are major tectonic shifts taking place in the outsourcing space right now - Interview with Craig Crisler of SupportNinja

Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all the investment in new tech, customer satisfaction is at an all-time low, I talk to Craig about where folks are going wrong with their investments, what’s going on in the BPO space, what shifts are happening, what the future of outsourcing looks like, and what are some of the main challenges ahead. This interview follows on from my recent interview – Within five years, contact center agents will become contact center specialists – Interview with Sam Wilson of 8×8 – and is number 518 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.