The Customer Contact Blog

A collection of expert insights and event news to help you accelerate growth.

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Why Call Centers Once Outsourced Overseas Are Coming Back to the U.S.

Throughout the 1990s and the first decade of the 2000s, call centers were often the poster children for jobs leaving the U.S. and being outsourced to other countries. Many businesses outsourced their call center operations to foreign countries, most often India and the Philippines, leaving U.S.-based phone centers behind in favor of less...

EXECUTIVE INTERVIEWS

Sorting through the RPA Hype – The Introduction

$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough. All this hype is grabbing headlines but what should grab your attention is...

Your Front is Different than Your Back

As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual,...

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