-
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 “…”
-
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 “…”
-
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 “…”
-
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 digital approaches into the full ecosystem of your business. Typically this is going “…”
-
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 “…”
-
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 frustrating process. There are tutorials online to guide you, but typically a “…”
-
Where do chatbots have the biggest impact?
Let’s get deeper into their potential impact of chatbots In our last blog, we talked about thehumble beginnings of chatbots. Where we see chatbots most, and their impact One of “…”
-
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 basics and the arc of what happened with chatbots. The first-ever chatbot, presumably, “…”
-
The Fourth Industrial Revolution
We are at the dawn of what some analysts call “The Fourth Industrial Revolution.” The World Economic Forum has defined this as different from The Third Industrial Revolution – that’s “…”
-
COVID and the doubling-down on flexibility and speed in B2B partnerships
The biggest transformation we’ve seen since mid-March is the need for flexibility and speed in customer interactions. We need partners and customer experience processes that can adapt quickly, creatively, and “…”
