News & Views Blog
The Real Return on Investing in Intelligent CX
With the emergence of new technologies addressing the improvement of Customer Experience (CX), ongoing changes to what we used to refer to as “contact center” and “customer service” offerings, the evolution of CRM and other...
Empowering Every Team Member: CX Analytics for Non-Technical Contact Center Leaders Delivered as A Service to All
As the omnichannel world of CX continues to grow, and it is easier than ever for customers to engage with the brands and services they rely on, more data than ever is being generated that...
Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience
Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming increasingly focused on high-impact, high-value conversations, generally triggered by a problem encountered by a...
With Massive Enterprises to Support, Contact Center BPOs Turn to Big Data Analytics to Drive Competitive Differentiation
As the Contact Center and CX BPO industry continues to grow, big data is more valuable than ever. Why? In one word the answer is scale.
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To Be or Not to Be: How BPOs Can Arise Out of Commoditization to Competitive
The Customer Care Business Process Outsourcing (BPO) industry is predicted to grow steadily and substantially over the next several years, yet for many of the world’s largest organizations, profitable revenue is becoming more challenging as...
What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans
Along the hype cycle in the world of CX, Artificial Intelligence (AI) and its cousins Natural Language Processing (NLP) and Deep Machine Learning (DLM) continue to surface in more and more conversations and strategic plans...