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Archive For: Blog

Voice Still Counts in the Contact Center

I am not a fan of morning network TV news programs. To me, they have become a repository for B-list celebrity interviews and features about upcoming talent shows. But one item that caught my eye recently was a feature on Good Morning America about when consumers should pick up the phone, as opposed to using ... Read More

Time for a Reality Check on Indian BPO

Of course, some contact center or BPO locations work better than others. The most attractive locations are those that have longevity because they deliver a high-value, quality customer experience in a stable atmosphere. This is one of the reasons why India remains among the best places in the world to establish a contact center presence ... Read More

Automation in the Contact Center is a Reality

It is still surprising to me how there continues to be so much resistance to trying new approaches in customer experience management. Recently, I have been meeting people on all sides of the CRM equation who feel that automation is a fad that will eventually disappear. But automation is not New Coke or The Macarena. ... Read More

Twice As Nice: Our Inc. 5000 Story

Every entrepreneur dreams of the moment they’ll make it to the Inc.5000, Inc. magazine’s prestigious list of America’s fastest growing private companies and a signal of success and industry recognition. Our 2017 ranking marks our second consecutive year on the Inc. 5000 – something only 1 in 3 companies on the list can say they’ve ... Read More