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There’s a common misconception around the term, “contact center outsourcing.” Many business leaders assume it is mainly a cost-cutting measure. What they don’t realise is...

There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service...

Digital transformation is more than technology. It’s the people, leadership, and experiences that drive innovation and amazing experiences in an organization. These factors act as the...

Many experts say, “Looking for a job is a full-time job.” It takes time, effort, and patience to find the right fit. Perfecting your resume, combing the web for job openings, networking...

You may have heard the phrase, “customer centricity is a journey, not a destination.” A good customer experience (CX) program is never complete. It should be continuously refined and...

The COVID-19 pandemic put digital transformation into hyperdrive, as technologies around machine learning, AI, and automation became a necessary connection to a transformed world. Now as...

The BPO market has changed. COVID-19 forced the industry to prioritize technology for continuity and to enhance customer and employee experiences that have shifted home. Now is the time to pivot...

Creating an outstanding customer experience may catch a customer’s attention but unless it’s a consistent experience, it won’t win their loyalty. Especially at a time filled with...

The days of colossal IT projects are over. Long live nimble, accelerated digital initiatives. A quick skim among the tech press shows what on the surface looks to be troubling news - spending on ...

Cybercriminals, hackers, and fraudsters are, if nothing else, adaptive. In a new study, the 2020 Verizon Data Breach Investigations Report, researchers identified the patterns and trends behind...