-
How do you identify and vet expertise?
This varies by industry and organization, to some extent, but for our world, letâs say you need an expert in customer experience. The approaches would typically be: This system is “…”
-
The current state of expertise
In the past year, weâve 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 “…”
-
The four types of BPO & contact center providers
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 “…”
-
The race to be more digital
The core element of modern business is a race to be more digital — the term is often âdigital transformation.â This all looks different depending on the size of your “…”
-
Call and contact center metrics that matter
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 “…”
-
Content Moderation Trends for 2021
Content moderation became a huge topic in the early days of 2021, especially around social platforms (i.e. Twitter) and their banning of certain public figures (i.e. then-U.S. President Trump). Entire “…”
-
The rise of the on-demand economy and what it means for outsourcing
Back in 2015, The Wall Street Journal did a nice deep dive on âthe on-demand economy,â which essentially refers to companies like Amazon, Uber, et al. You can get what you want — a “…”
-
Some of Conectysâ 2020 accomplishments
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 weâd do a “…”
-
Is there a disconnect around customer experience?
âThe mysteryâ of customer experience Good post on customer experience mystery at Customer Think recently, citing some of these statistics: In the same vein, Forrester recently released a report aimed at customer “…”
-
Four ways that contact centers are changing in 2021 and beyond
We started this sequence last week with a post on the connotations of âcontact centerâ vs. âcall centerâ and the ways that theyâre changing, and now we want to go more in-depth “…”
