Young, Driven, and Leading: How Luka Became Head of Sales at 27
Young, Driven, and Leading: How Luka Became Head of Sales at 27 What motivated you to enter the world of sales, and how did you know it was the path you wanted to follow? I believe it was my competitive spirit that ultimately led me into the world of sales. For me, sales is an […]
What Is Live Reception and Why It’s the Future of Customer Experience
What Is Live Reception and Why It’s the Future of Customer Experience Introduction In a world dominated by automation and AI-powered tools, customer service is at a turning point. Chatbots are answering questions faster than ever, voice assistants are scheduling appointments, and AI is optimizing support workflows. But something’s missing: the human touch. At Silver […]
Celebrating Bold Ambition: Silver Bell Group at Payoneer’s 20-Year Ambition Hackathon
When most people think of outsourced support, they imagine distant teams handling calls with scripted responses and little personal touch. But Silver Bell Group is rewriting that narrative—on a global stage. At the invitation of Payoneer, in celebration of their 20th anniversary, our founder Marko Dubočanin was selected as one of the featured leaders at […]
What is the primary HR challenge of outsourcing?
Outsourcing has become a smart strategy for business owners who want to handle administrative tasks efficiently and focus more on their core business activities. One of the most popular areas to outsource is human resources (HR). By outsourcing HR, companies can cut down on overhead costs, improve processes, and gain access to specialized expertise. But […]
Outsourcing Trends to Watch in 2025: What’s Shaping the Future of BPO?
Outsourcing is changing fast, becoming smarter, greener, and more customer-focused. In 2025, businesses are not just looking for cost savings in outsourcing but also for ways to grow, adapt, and innovate. From new technologies to shifts in customer expectations, the outsourcing landscape is evolving in ways that will transform how companies work. With that being […]
Lead Generation Metrics That Matter: Key KPIs for Measuring Success
Generating leads is a crucial part of growing any business, but it’s not just about getting names on a list. To truly succeed, businesses need to measure how well their lead-generation efforts are performing. That’s where lead generation metrics and lead generation KPIs come in. These numbers help you understand what’s working, what’s not, and […]
Top Customer Service Metrics You Should Be Measuring in 2025 & Beyond
In today’s competitive market, customer service metrics are more important than ever. They give you valuable insights into your customers’ needs and experiences, helping you make smart, data-driven decisions to boost satisfaction and loyalty. By tracking key metrics like customer retention rates, response times, or the customer satisfaction score, you can set your business up […]
Staff Augmentation vs Outsourcing: Which Model Suits Your Business?
As businesses grow and take on more challenges, finding the right resources to meet project requirements can feel overwhelming. This is where staff augmentation and outsourcing come in. Both options help businesses access skilled professionals, tackle complex projects, and achieve project goals. However, they work in very different ways, and understanding the key differences between […]
Staff Augmentation vs Consulting: Choosing the Right Solution for Your Business Needs
Running a business often involves tackling complex issues like meeting project requirements, addressing skill gaps, or planning for sustainable growth. When your internal team needs help, two options – staff augmentation vs consulting – can offer the support you need. While both provide access to external experts, their approaches are quite different. This guide will […]
The Benefits of Staff Augmentation: The Game-Changer Businesses Need
When you’re running a business, there are always a million things on your plate. You’ve got business goals to hit, tight deadlines to meet, and crucial decisions to make. One of the biggest dilemmas for businesses today is whether to bring on more full-time employees or use external talent to get things done. And here’s […]