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...
