6 Sep

The Future of Contact Center Automation

John Wolf

As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the […]

20 Jun

How to Keep WFM Employees Engaged

Melissa Kovacevic

We read a lot of articles about training, coaching and motivating our center agents, supervisors and leaders. One area of […]

20 Jan

Financial Services Contact Centers: Intraday Automation Puts Your Customers First

Lori Etheridge

Today’s financial services contact centers face many challenges when it comes to delivering an exceptional customer experience. In addition to […]

3 Dec

The “New Normal” for BPOs

Bob Fletcher

We’ve always done it that way – and that’s the problem. It’s a common scenario. A large, global outsourcer with […]

28 Jul

Manual Contact Center Productivity Tools Aren’t Fit for the Modern Era

Jim Tincher

Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders […]

11 Jun

Solving BPO Challenges with Intraday Automation

Bob Fletcher

The outsourcer’s role of handling a client’s customers for them is unique – and this relationship brings its own set […]