by Brad Richards | Sep 13, 2019 | Technologies, Trends
Empowering Every Team Member: CX Analytics for Non-Technical Contact Center Leaders Delivered as A Service to All 12 SEPTEMBER 2019 By: Brad Richards As the omnichannel world of CX continues to grow, and it is easier than ever for customers to engage with the brands...
by Brad Richards | Aug 7, 2019 | Technologies
With Massive Enterprises to Support, Contact Center BPOs Turn to Big Data Analytics to Drive Competitive Differentiation 07 AUGUST 2019 By: Brad Richards As the Contact Center and CX BPO industry continues to grow, big data is more valuable than ever. Why? In one word...
by Brad Richards | Jul 22, 2019 | Technologies, Trends
To Be or Not to Be: How BPOs Can Arise Out of Commoditization to Competitive Strength 22 JULY 2019 By: Brad Richards The Customer Care Business Process Outsourcing (BPO) industry is predicted to grow steadily and substantially over the next several years, yet for many...
by Brad Richards | Jun 27, 2019 | Technologies
The Reality of the Robots: Oh, The Humanity 27 JUNE 2019 By: Brad Richards “To protect Humanity, some humans must be sacrificed. To ensure your freedom, some freedoms must be surrendered. We robots will ensure mankind’s continued existence. You are so like...
by Brad Richards | Jun 5, 2019 | Technologies, Trends
For Contact Centers, Time Is Big Money 04 JUNE 2019 By: Brad Richards Over the last decade, advances in cloud computing, algorithms and machine learning, voice transcription, and business metrics (from Net Promoter Scores, to Customer Satisfaction, Customer Effort,...
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