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Four ways that contact centers are changing in 2021 and beyond
We started this sequence last week with a post on the connotations of “contact center” vs. “call center” and the ways that they’re changing, and now we want to go more in-depth “…”
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Bring the call center into the future
Does the term “call center” have a negative connotation? In many ways, absolutely. Customers think of call centers and they often think of long wait times, people that can’t answer “…”
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The BPO market might grow $76B between 2020 and 2024
That’s based on findings and research from Technavio (full report available for download here). The $76B USD figure represents a compound annual growth rate (CAGR) of 7% over the next “…”
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Three big shifts in the contact center industry
Our CEO, Arnold, just sent an email to some of our partners, associates, and potential future business partners. We wanted to excerpt the top of the email, because it showcases “…”
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Five major shifts in customer experience because of COVID
We’re entering a nearly-Golden Age of customer experience, and in reality, a lot of the trends we were already seeing are just being accelerated now. What are some of those? “…”
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COVID and the acceleration of customer experience trends
If you sat quietly for 15 minutes and tried to figure out all the different ways that COVID-19 impacted customer experience, you’d probably come to a list something like this: “…”
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The mutating outsourcing contract
Outsourcing buyers are looking to gain access to some of the advantages of outsourcing in a more accentuated and formalized format: through the contract. Some of the trends in outsourcing “…”
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Global collaboration: It begins with alignment
Recently, we put together a white paper on global collaboration — the challenges and successes — and identified three core pillars of making global teams and client relationships work. Those “…”
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Building trust in global businesses: 1-to-1
Trust is the root of everything in business. If a partner doesn’t trust you, that partnership will end. Maybe not today or tomorrow, but it’s ending soon. The level of “…”
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What do we mean when we say “co-creation?”
What is Co-creation? Our world at Conectys is about delivering outsourcing excellence around customer experience (CX) and user-generated content (UGC). We do this every day, grow at doing it, and “…”
