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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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Will a New Dawn Break on Egyptian BPO?

One constant in BPO delivery is that nothing stays the same for very long.  Just consider how different offshore and nearshore destinations were perceived a decade ago.  Admittedly, back then there were far fewer locations vying for outsourcing investment, but among the most sought after was...

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How Twitter Can Help Your Social Media Customer Experience – From a Marketing Intern’s Perspective

As a 17-year-old, I tend to use social media quite often (yes, that’s an understatement). There are some social media platforms I think are fads and will eventually lose my attention soon, but there are others that I truly believe will be relevant for the rest of my life, like Twitter.

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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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Time Has Come to Start Preparing for AI in the Contact Center

As a devoted watcher of CBS’ weekly investigative journalism program, 60 Minutes, it was ironic that on a recent Sunday night as I was packing to leave for Call Center Week in Las Vegas, an insightful report on artificial intelligence (AI) was featured.  This could not have been more relevant. ...

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