Expert thinking on BPO, call center strategy, AI, outsourcing trends, and everything it takes to deliver world-class customer service.
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
Are you having trouble choosing the outsourcing model that best fits your business? Selecting an outsourcing scheme can be challenging, particularly when numerous factors must
The outsourcing industry has been completely transformed. With demand for non-core business functions reaching 12% in 2025, more and more businesses now see the value
Research indicates that replacing a single member of a call center team could cost businesses up to $10,000. If you add in all the possible