Is there a disconnect around customer experience?
“The mystery” of customer experience Good post on customer experience mystery at Customer Think recently, citing some of these [...]
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 [...]
Bring the call center into the future
Does the term “call center” have a negative connotation? In many ways, absolutely. Customers think of call [...]
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 [...]
The seven parts of digital transformation: An introduction
So what exactly is digital transformation? In the most general sense, “digital transformation” means that you incorporate [...]
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 [...]
Should you build your own chatbot?
You theoretically could, although without a proper development background, it’s very likely to be a long, time-consuming, potentially [...]
Where do chatbots have the biggest impact?
Let’s get deeper into their potential impact of chatbots In our last blog, [...]
The humble beginnings of chatbots
Don’t worry, we’ll keep this a bit short, but it’s important to nerd out and know the [...]
The Fourth Industrial Revolution
We are at the dawn of what some analysts call “The Fourth Industrial Revolution.” The World Economic [...]