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Module 7: The Future of BPO and Outsourced CX
3. Transferring Culture and Quality Across Borders

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4. Measuring and Managing BPO Performance

3. Transferring Culture and Quality Across Borders

Don't let distance dilute your brand. Jose Herrera reveals how to bridge the "us vs. them" gap by embedding your culture into BPO teams. Master immersion training, values-based QA, and feedback loops that ensure every outsourced interaction feels 100% like your own internal team.

Duration: 6:15

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Jose Herrera

Module 7: The Future of BPO and Outsourced CX

Transform your BPO from a simple vendor into a strategic, culture-aligned growth engine.

4 lessons • 28 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. From Vendor to Value Driver

2. Choosing the Right Model: Onshore, Nearshore, Offshore, or Hybrid

3. Transferring Culture and Quality Across Borders

4. Measuring and Managing BPO Performance