Outsourcing
Special Report: Outsourcing In The Era Of Customer Centricity
July 08 by Brian CantorRather than focusing on the negative stigma, astute contact centers are working with BPOs to improve their analytics, leverage automation, engage customers in new channels, grow their operations and e...
CX Failure Is Not An Option: 5 Takeaways From Customer Contact Week
July 02 by Brian CantorThe CCW attendees were united in their aversion to customer effort, agent attrition, "dry" metrics, and more..
Outsourcing In The Era Of Customer Centricity
June 11 by Brian CantorSome businesses are still dwelling on the stigma associated with customer contact outsourcing. Customer-centric ones, on the other hand, are embracing the pivotal role outsourcers can play in elevati...