The Customer Contact Blog
A collection of expert insights and event news to help you accelerate growth.
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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,...
BROWSE RECENT POSTS
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...
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...
Interactive Video: The Rise of RPA Bots in Customer Service
Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of...
Top 10 Reasons to Outsource Your Call Center
Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource call center functions to specialized service...
The Benefits of Centralizing Contact Centers
Your organization has grown over the years, and you have agents scattered at offices across the country (or around the world), answering customer inquiries and resolving problems by phone, email and...
Who Is In Charge of Your Contact Center? When the System Takes Over: A British Airways Case Study
As Artificial Intelligence creeps into our lives, it’s easy to envision a world where machines start to take over, calling the shots and determining the direction and outcomes of our everyday experiences.
The Ultimate Customer Experience Primer
This guide will serve as a comprehensive starting point for Customer Experience Management. There are more and more business leaders being called upon to guide Customer Experience (CX) initiatives....
What’s Trending in Employee Experience (EX)?
The importance of the customer experience is always top-of-mind in the contact center industry. How well are we serving the customer? Are they having an outstanding experience? But what about the...
5 Ways to Take Customer Journey Mapping to the Next Level
Customer journey mapping is crucial to creating a good cross-channel customer experience. Customer journey maps should take an empathetic point of view, delving into customers’ pain points so...
Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchange
Hear directly from Gabriele “G” Masili, Chief Technology Officer, Customer Service and Support at Microsoft, about some of his takeaways from our most recent Customer Contact Executive MindXchange!...
US Labor Shortages and the Growing Need to Outsource
By: Outsource Consultants https://outsource-consultants.com/blog/us-labor-shortages-and-the-growing-need-to-outsource/ Record-breaking wage growth and low unemployment rates have made it harder than...
Nearshore Outsourcing Spotlight: Colombia
By: Outsource Consultants https://outsource-consultants.com/blog/nearshore-spotlight-colombia/ Image caption: Bogota is the heart of Colombia’s call center industry. Selecting a call center partner...