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That’s our world. If you’re trying to evaluate real expertise in that space, look at these factors: How long have they been doing it? Tenure doesn’t always correlate to success or expertise, but it’s a good potential marker. What do year-over-year revenues look like? If they consistently increase, it means others are investing in their services, which denotes expertise. Who else have they worked with? Look for client logo banks on a [...]

This varies by industry and organization, to some extent, but for our world, let’s say you need an expert in customer experience. The approaches would typically be: Talk to others in your space Talk to former colleagues Talk to friends in the geography of the area you want the person to operate in Do some low-grade online research Consider a call for RFPs When you narrow it down to [...]

In the past year, we’ve definitely had a lot of expertise in the world on various important topics: vaccinations, epidemiology in general, working from home, macroeconomics, diversity, and more. The problem has become: are people actually respecting and listening to this expertise anymore? At one level, of course, they are and it’s a dumb question to even ask. If your mom has cancer, you will go to an oncologist and not [...]

The four types of BPO & contact center providers What are the four types of BPO + contact center providers? Hundreds of call center vendors claim to provide superior customer experience services like customer support, content moderation, and technical support. But how do you know you’re choosing the right one? More importantly, how do you spot the ones to avoid? And what are the big buckets of how they [...]

Data is the new oil We keep hearing that and saying that in business circles. The biggest companies in the world these days certainly have maximized their use of data -- both consumer-level and organizationally -- to excel financially and grow. Data is crucial, and everyone is looking for competitive advantages within it. It begs the question, then: in call and contact centers, what metrics tend to matter the [...]

Back in 2015, The Wall Street Journal did a nice deep dive on “the on-demand economy,” which essentially refers to companies like Amazon, Uber, et al. You can get what you want -- a car, or a box of diapers -- relatively soon after you want it, be it three minutes or same day, hence the general term “on-demand.” A lot of the on-demand economy overlaps with “the gig economy,” because gig workers [...]

The big focal point of the year, in both society and business, was obviously COVID. In order to explain some of our accomplishments in 2020, we thought we’d do a high-level look and then a specific section on COVID because the topic of the pandemic was so pervasive this year. A high-level look at what we accomplished in 2020 We broke the 3000 employee barrier, exceeding our targets for 2020 [...]