Articles to transform your Business

Not all calls should be answered at the same speed.Treating them the same will inflate your staffing costs. Here’s...

I’ve seen dozens of failed AI rollouts. The technology usually wasn’t the problem. The sequence was. Here’s the order...

One of the most expensive customer service mistakes I’ve seen: Buying technology before fixing your people and process. I’ve...

The most expensive part of a customer call isn’t the conversation. It’s everything around it. Agentic AI shrinks that...

Accent bias has been one of the biggest hidden costs in offshore contact centers.  But there’s a technology that’s...

A $3B technology company came to me with a familiar complaint: Their offshore team wasn’t performing. – Quality scores...

Here’s how one question uncovered $1.8M in unnecessary labor costs. The first thing I do with every contact center...

I’ve overseen thousands of contact center hires. The best ones all shared 3 traits: 1. Results-driven Top contact center...

I’ve seen offshoring cut contact center costs by 30-50%. I’ve also seen it increase costs. The difference comes down...