Only A CX “Band-aid”?
When people talk about automation, including customer experiences (CXs) powered by AI, it often comes with dramatic headlines: jobs disappearing, customers shocked and awed,...
Moving to BPO-Hosted Voice AI?
Contact centers are under pressure. Rising labor costs, customer expectations, and global language demands have made voice support the most costly part of providing...
Top 5 Posts in February
Brendan kicks off this month's top posts with his interview with Richard Boire of Boire Analytics. Richard shares his insights into how organizations use...
The Other Reason to Outsource
Yes, there are plenty of practical reasons to outsource your contact center. Cost, coverage, scalability, language support, and speed all make sense on paper....
The “Little Bill”
Whoa! Has anyone noticed an itty-bitty bill floating around the 119th U.S. Congress? It is named the Keep Call Centers in America Act of...
Navigating the Future of BPO
For decades, global trade has thrived thanks to reduced tariffs and the promotion of free trade, largely shaped by the General Agreement on Tariffs...
Top 5 Posts in September
Starting off our top 5 blog posts in September, Chris shows us how enterprise browsers improve your agents' workflow, resulting in both happier agents...
Ready for the Next Disaster?
April marks the first full month of spring. It is also the start of the hurricane and wildfire seasons: as Florida and southern California...
Top 5 Posts in October
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...
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...
It’s Time to Level Up With Outsourcing
It was September of 2020. I was about to launch a business. As a corporate spinout, we had some advantages: a battled-tested product, our...
Mitigating the New Norm
In all my years in the field of contact center leadership, I have seldom witnessed a more challenging time to recruit and retain customer...
Locating Contact Centers in the New Normal
The COVID-19 pandemic, combined with tightening labor markets and rising customer expectations for higher quality service may be changing the face of contact centers....
Is Outbound Telesales Making a Comeback?
The death knell for outbound telesales has sounded countless times over the years. Aggressive cold-calling practices, fraudsters, scam artists, relentless robocalls… it’s easy to...
The Outsourcing Decision
Contact center outsourcing is multibillion-dollar business utilized by tens of thousands of organizations. Those numbers alone make it pretty clear just how viable this...
