Articles to transform your Business

Your contact center is holding valuable upstream business intelligence.But most leaders don’t know how to access it. I worked...

You don’t want to be on the bleeding edge of technology in a contact center. “Fast followers” almost always...

Deferring a technology upgrade rarely eliminates the cost.In my experience, it usually makes it more expensive. Every year you...

When Klarna announced AI had replaced 700 agents, every CEO I knew wanted the same thing.I told them to wait....

The majority of BPO contracts are written to protect the vendor. Here are the 3 clauses I tell every...

For too long, contact centers have not required an ROI out of vendors This is especially true with technology...

Before you invest in a new IVR, audit your existing one. You might find out you don’t need a...

Where should you outsource your contact center? Here’s how each option breaks down across 7 factors: Domestic (U.S.-Based) Cost:...

There are two main metrics to measure contact center costs. Only one of them increases customer satisfaction. 1. Cost...