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It’s proven that contact center outsourcing can provide immediate and long-lasting productivity and business benefits. But before entering into an agreement, it’s important for...

Our always on, digital world is transforming consumer expectations and the way they interact with businesses. This new reality means that delivering value to consumers has become more necessary,...

Try thinking about social media’s impact to business like this: Imagine that you’re waiting in line at a service counter (yes, an actual counter, with an actual line of people). ...

Marketers know that they need to adopt multichannel strategies to reach consumers. However, a talent gap, the disconnect between marketing and sales, and other obstacles continue to challenge them....

Brands that want to improve their online marketing performance must move away from old school SEO and adopt next-generation optimization strategies and techniques. We offer 10 key areas where...

For years, marketers have romanticized the notion of an omnichannel experience. Yet, while many talk about breaking down the departmental silos that stall progress, few have successfully...

In this age of globalization where companies are expanding to new markets across the world, business leaders must also consider the convergence toward a global contact center model.Businesses that...

Many companies struggle to support today’s omnichannel customer. Managing customer interactions across multiple channels continues to be increasingly complex for contact center services and...

It was nearly impossible to miss spirited discussions about “wearables” at the recent AHIP healthcare conference in Seattle. You may know them as their brand names, such as FitBit or...

Achieving aggressive sales goals and maintaining high customer satisfaction rates are critical to a company’s success. A communications company was searching for a new partner to help it meet...