Why Are Customer Emotions Central to the Customer Experience?
Customer emotions decide whether customers trust you, buy again and recommend you. Here is how support teams protect them, from hiring to measurement.
- BPO
Blog
Insights from the Centro team on contact center outsourcing, customer experience and operations.
We write about choosing and working with an outsourcing partner, measuring service levels, building strong offshore teams, healthcare administration and regulation, and using technology without losing the human side of customer service. You will also find company news, awards and stories from our teams.
Posts are written for operations, customer experience and healthcare leaders who are weighing their options or improving an existing program. New to outsourcing? Start with our guide to choosing an offshore customer support team or read our case studies to see these ideas at work. Ready to talk about your own program? Request a Free Consultation.
Home Service Call Center Staffing: What In-House Really Costs, and What It Can't Cover
Three in-house CSRs cost about $175,000 a year and still leave your phones unstaffed for much of the week. Here is the real math, and when outsourcing pays off.
- Home Services
How Does a Travel BPO Help in Peak Season? Trained Agents, 24/7 Coverage and Multilingual Support
Holiday travel sets new records almost every year. See how a travel BPO covers booking changes, disruption surges, 24/7 coverage and multilingual support, and when to set it up before Thanksgiving.
- BPO, Travel and Hospitality
Value-Seeking Shoppers and BFCM 2026: How to Reduce Cart Abandonment
Seven in 10 holiday shoppers now look for value before they buy, and most abandoned carts come down to cost. Part 2 of our Peak Season Countdown series covers why value-seeking shoppers leave at checkout, the five questions they ask first, and how support teams keep those sales.
- BPO, Retail
BFCM 2026: Holiday Sales Forecast and Operations Readiness Check
Online holiday sales are forecast to grow almost twice as fast as total retail this season. Part 1 of our Peak Season Countdown series covers what the 2026 forecast means for your CX team, when to finalize holiday staffing, and a week-by-week plan leading up to Black Friday.
- BPO, Retail