Expert thinking on BPO, call center strategy, AI, outsourcing trends, and everything it takes to deliver world-class customer service.
2026 data shows that 79% of customers strongly prefer interacting with humans rather than AI agents When Starbucks announced it was reinstating handwritten names and
Have you ever invested in performance improvement, and yet somehow the KPIs still sit exactly where they were last quarter? You might be thinking: “The
Deloitte’s 2024 Global Shared Services and Outsourcing report revealed that 72% of organizations outsource back office to increase agility. This reveals how outsourcing is no
Residential and commercial solar adoption has significantly changed today. Federal incentive extensions, falling panel costs, and rising energy prices have converged to create a genuinely
According to a Deloitte study, 78% of businesses regret their outsourcing decisions. When a company decides to outsource, the first instinct is to simply search
75% of customers today expect a consistent customer experience when engaging with brands through social media, phone calls, or in-person channels. But the reality is,
The total turnover cost for every call center agent can reach as high as $20,000. However, with further setbacks from unresolved agent burnout, such as
Artificial Intelligence (AI) is growing in business today, reinventing how industries and teams operate. On a global scale, over 80% of companies use or consider
A business’s success is built upon customer trust. 20% of customers are more likely to cross-sell when their issue is resolved on the first call.
When the COVID-19 global pandemic accelerated the need to adapt to alternative work setups, innovative business leaders saw it as an opportunity to tap into
When Coca-Cola started putting names on the packaging of its bottles, the move became an overwhelming success. After years of declining sales, the company experienced
Imagine you are a frustrated customer encountering recurring billing issues. Naturally, having experienced such repeated inconvenience would leave you aggravated. As a last resort, you