CX Consulting

"Tom and the team saved us months of work, auditing, and contract negotiations..."

LeadPops is in hyper-growth mode and we needed a BPO partner who was flexible enough to support changes in strategy near real-time. Tom and his team at AdviseCX took us through their process which included a review of several BPO Partners in various domestic, nearshore, and offshore markets. After working with Tom to evaluate each solution, we settled on a fantastic partner in a nearshore market. The contract process took days, and we are now in the middle of launching a support team for our SaaS solution. The confidence and experience that came with AdviseCX allowed leadPops to make the right decision and truly partner with a BPO, not just hire one. Tom and the team saved us months of work, auditing, and contract negotiations. Providing us a catered solution to our growing pains took much of the stress out of the process and if you don’t look at AdviseCX as a solution provider for your business, you need to stop what you are doing and pick up the phone and call them.

"...We were able to get the relationship up and running far faster than would typically be..."

I recently had the opportunity to work with Tom at AdviseCX, and it was a great experience from beginning to end. Tom provided support all along the way and was able to connect us with the right BPO partner for our business. As a result, we were able to get the relationship up and running far faster than would typically be the case. Thanks to Tom and the team for being great partners and helping us with our critical business needs!

"AdviseCX saved our organization 100’s of man-hours and valuable resources..."

Although I am not new to outsourcing, our company was unsure there would be partner that could deliver inside sales results and customer service with a level of quality and attention a small business would need. We were looking for a nearshore “boutique-style” outsourced solution to supplement our internal team. Given the importance and potential impact to our sales this decision would have, we thought it would be a good idea to get advice from an expert in the BPO outsourcing space. AdviseCX saved our organization 100’s of man-hours and valuable resources by navigating the outsourcing marketplace to find “the right fit” BPO partner. Their process is highly informative and allowed us to consider only those partners that were a good fit from the start."The CX outsourcing marketplace is overwhelmingly large and we would have never found the partner we selected without Jeff and AdviseCX.

"I’m feeling great about our customer support..."

I can’t say enough great things about the AdviseCX team, and I’m not an easy grader.I engaged AdviseCX to help our start-up select the right BPO partner for us. We were looking for a highly competent team in a niche field, at a reasonable price (more focus on empathy and problem solving approach than pricing). Tom did all of the heavy lifting, pushing, hard question-asking and always made himself available for discussion. He made me feel like we were his only client and was always two steps ahead of me, so I never had to ask what’s next. His process was streamlined and fine-tuned with great assessment tools, and yet highly personalized, leveraging his intuition and experience.In addition to helping us pick a BPO partner, we leveraged AdviseCX’s consulting services to design and operationalize the launch and help select the tech stack to support our CX/EX vision. Although I’ve managed a 500 seat contact center and am decently knowledgeable about CX, starting a contact center and building CX from the ground up, was something very new to me. Our initial engagement with Pete was to design our CX strategy and create a project plan for launching a program from scratch. Not only was the output of the work so great that we decided to continue with two more engagements but, almost more importantly, Pete’s working style and approach made it fun and collaborative. Pete knew when he needed to lead and I was out of my depth, but also understood when I had a point of view and felt strongly about something. Pete proactively helped with pretty much whatever needed helping, negotiating contracts, leveraging his years of experience to include valuable considerations, suggesting process, recommending technology and I never heard “that’s not part of the engagement, or we can do that, but it would be an extra fee”.If you’re looking for true partners that genuinely have your best interest at heart, then this is your team. With Tom, Pete and Kathleen’s advisory support for an integrated approach to BPO selection, a full build of CX processes, technology selection and implementation, training curriculum design and several other areas of support - right up to the launch of our product - I’m feeling great about our customer support and that we can distinguish ourselves from our competitors based on our CX.

"I strongly suggest you reach out to Tom"

A huge call out and thank you to AdviseCX! I recently went through a RFP process and AdviseCX took 80% of the work out of it for me. They took my requirements and presented me with all of the best possible solutions in outsourcing. If you are looking for a new BPO partnership, I strongly suggest you reach out to Tom. More importantly, if you’re a BPO, you should be working with AdviseCX. They will deliver new customers to you with minimal sales effort on your side! Thank you for a job well done.

"The level of information they shared on various markets... was incredible."

When we decided to begin a search for a new nearshore BPO partner, we didn’t know where to start. I had experience working with BPO partners , but only knew about the larger BPO companies and didn’t think they were a fit for our size. I reached out to Jeff Bubak, a colleague from many years ago, and Tom Silzell, founder of AdviseCX to better understand if their model would benefit me. After hearing about their approach, experience, and the specific information they shared on every nearshore market, I was convinced they were a great fit to help me find a great BPO Partner. In addition to their no-cost solution to find BPO Partners, we have also engaged them to administer our formal RFP, assess our training curriculum, and a few other potential projects. I am convinced the AdviseCX team saved us months of work, thousands of dollars, and we have identified several potential new BPO Partners who will help us raise the performance bar and create a consistent customer experience. The level of information they shared on various markets, BPO partners, and approach was incredible. I would highly recommend reaching out to Tom, Jeff, or Pete, who leads their consulting practice, if you need to outsource your contact center or need CX Consulting help.