To kick us off this month, Barry details how AI can help organizations manage and navigate the complexities of today’s customer interactions.
Next, John updates us on the current state of outsourcing and where businesses are choosing to locate their call centers. Peter then shares with us the trends in the BPO company market so you can make an informed decision if you are looking to partner.
On an important topic for our teams, Mark starts his two-part series on best practices for managing remote workers.
If you feel overwhelmed by the decision of whether to implement AI to improve your center, scroll down to Cognigy’s article on best use cases for AI in your center. They dive into some of the best ways AI can make your center run more efficiently and effectively. They also provide real-world case scenarios to see AI in action.
Enjoy October’s Top 5!
Enabling Productive CX in Challenging Times
Customers expect excellent products and services from companies and deservedly so. After all, it is their money. Particularly in challenging times like these with inflation and other financial worries where every dollar (or other currency unit) – and when every buying (and referring) customer – counts.
Where to Call and Contact?
When contact centers seek to source their employees, once they have decided which, if any, of their agents will be outsourced, the choices have become increasingly bewildering.
More Mergers Ahead For BPOs
In partnering with business process outsourcing (BPO) companies, it helps – and pays – to know what is happening in the BPO market before sourcing and working with these service providers.
Strategies for Managing Remote Call Center Teams – Part 1
As the world has shed its embrace from the global COVID-19 pandemic, call and contact center leaders find themselves in a classroom of adaptability. They teach us to pivot while staying true to our objectives, serving customers, and meeting service level agreements (SLAs).
Best Use Cases for AI in Contact Centers
In an industry that relies on improving both resource efficiency and customer experience, AI has the potential to make clear, tangible impacts on many of your most well-defined use cases.
