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Picking the Right Size BPO Provider Need Not Be Difficult

I am frequently asked by enterprise contact center buyers, “What sized outsourcer is it best to engage with for customer experience delivery?”  Actually, there is no right or wrong answer to this question.  There are some superb offerings in the customer experience space at the moment that are...

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Social Media Customer Experience Means Having Diverse Capabilities

I like to use social media.  I have accounts on LinkedIn, Facebook and Twitter, just to name a few.  It helps me keep up with news, family and friends (not to mention providing me with a forum for sharing my blogs).  But, what amazes me is the extent to which social media has branched off into a...

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Voice Still Counts in the Contact Center

I am not a fan of morning network TV news programs.  To me, they have become a repository for B-list celebrity interviews and features about upcoming talent shows.  But one item that caught my eye recently was a feature on Good Morning America about when consumers should pick up the phone, as...

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Time for a Reality Check on Indian BPO

Of course, some contact center or BPO locations work better than others. The most attractive locations are those that have longevity because they deliver a high-value, quality customer experience in a stable atmosphere. This is one of the reasons why India remains among the best places in the...

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Some Commonly Overlooked Things to Consider When Choosing an Offshore Location

As the CEO of a global contact center services company, I have been lucky enough to see what makes for a good delivery point.  Equally, my travels have also provided me with insight on what can limit a location’s BPO effectiveness.  Making a poor choice can be expensive, time-consuming and...

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Automation in the Contact Center is a Reality

It is still surprising to me how there continues to be so much resistance to trying new approaches in customer experience management.  Recently, I have been meeting people on all sides of the CRM equation who feel that automation is a fad that will eventually disappear.  But automation is not ...

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Twice As Nice: Our Inc. 5000 Story

Every entrepreneur dreams of the moment they’ll make it to the Inc.5000, Inc. magazine’s prestigious list of America’s fastest growing private companies and a signal of success and industry recognition.  Our 2017 ranking marks our second consecutive year on the Inc. 5000 – something only 1 in 3...

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In-House Contact Center Benchmark Insights - July 2017

Do you ever wonder how your contact center operations compare to your peers?  If you're facing the same challenges and experiencing the same trends as other contact center executives?  

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Customer Experience is King in Travel and Tourism

Summer is a great chance to get away from the stresses of work to somewhere nice.  But the anticipation of a relaxing getaway can be spoiled through poor customer experience delivery.  Companies involved in travel and tourism need to be conscious that consumers of their services expect...

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How Amazon will Change the Grocery Game

On June 16, 2017, the business world shook when retailer juggernaut Amazon bought Whole Foods for $13.4 billion. On the outset to some, this deal will have major implications in the way we shop for groceries. For example, Amazon has made it clear that they intend to create a grocery delivery...

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