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Four ways that contact centers are changing in 2021 and beyond

2020-11-19T17:54:15+02:00November 19th, 2020|Categories: Posts|Tags: , , |

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 [...]

The BPO market might grow $76B between 2020 and 2024

2020-10-29T10:07:08+02:00November 4th, 2020|Categories: Posts|Tags: , , , |

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 [...]

The seven parts of digital transformation: An introduction

2020-10-29T09:49:47+02:00November 2nd, 2020|Categories: Posts|Tags: , , , |

So what exactly is digital transformation? In the most general sense, “digital transformation” means that you incorporate digital approaches into the full ecosystem of your business. Typically this is [...]

Five major shifts in customer experience because of COVID

2020-10-13T11:14:20+03:00September 24th, 2020|Categories: Posts|Tags: , , |

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 [...]

What are some good processes to start with RPA?

2020-10-13T11:16:24+03:00August 24th, 2020|Categories: Posts|Tags: , , |

There can, unfortunately, be a belief among executives that automation is a “silver bullet” that can solve numerous problems around process and cost containment. There’s some evidence that some [...]

What are the most necessary elements you need in an outsourcing partner?

2020-10-13T11:28:31+03:00March 10th, 2020|Categories: Posts|Tags: , , , |

What we do now The de facto play on more effective user-generated content (UGC) moderation has been technology. The thinking is often: Get more tech to put towards these [...]

Does Data & Tech Matter More than Customer Experience?

2020-10-13T11:50:11+03:00May 20th, 2019|Categories: Posts|Tags: , , |

Recently, we came across a report that greatly surprised us all. In the annual Top, 10 Retail Banking Trends and Predictions report (put out by the Financial Brand site) [...]

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