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A few weeks ago, I curled up on my couch to watch one of my favorite sporting events of the year. Opening weeks of baseball?  Nope.  NBA Playoffs?  Not with so much basketball left to play in the marathon that leads up to the NBA Finals.  It was the NFL Draft that I...

In the US, it is simply unrealistic to engage as a contact center services provider without having a solution to support Hispanic consumers. Today, ‘Press 2 for Spanish’ is now standard practice for enterprises large and small. But offering a Spanish-speaking option...

For so many of us, checking out a sale at a local department store or looking online for a deal on a new device is both a necessity and fun. But, what happens when these experiences are sub-standard? For those in the retail trade, this reality is becoming more common...

The past couple of months, I have written about my vision for contact center services being delivered from onshore and offshore locations.  But, this week I want to touch on the nature of customer experience delivery, which I think so many of us would agree has...

If you’ve watched or read the news over the past several weeks – or even if you haven’t – there’s a big chance you’ve heard United Airlines’ name mentioned more than a few times.  It’s been quite a few months for United – first with not allowing two teenagers on board...

One thing that I have noticed working in the contact center services space is that those of us in leadership positions can so easily get distracted by the chatter around various flavor-of-the-month delivery models.  But, sometimes the best possible alternative is the...