Over the years, I have noticed one thing that often gets overlooked is the positive social impact of contact centers. As a CEO and owner of a BPO operation, I could not be prouder of the benefits that our investments provide communities at large. It is easy to forget the real quality-of-life...

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 being...

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 maze...

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 opposed...

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 world...

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...

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 New Coke

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?  

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...

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...