Articles to transform your Business

Not all offshore locations deliver the same results. Here are the 4 factors I use to evaluate them: 1....

Most contact center offshoring failures aren’t caused by the BPO provider. They happen because companies offshore before they’re ready....

The true cost of a customer interaction is almost always higher than you think. Here’s why: It comes down...

I’ve helped contact centers cut costs by up to 60% in just 4 weeks. Here’s how: 1: Audit the...

Behind every high-performing contact center is a leader who does two things every day: 1) Check their metrics2) Huddle...

Cutting costs doesn’t have to mean layoffs. The problem is most leaders don’t see it coming until it’s too...

Every enterprise contact center I’ve audited was overspending. And it almost always came back to the same thing: outdated...

Every overstaffed contact center I’ve audited had one thing in common: Nobody was watching the metrics consistently. I call...

I’ve audited dozens of contact centers. These are the 3 KPIs I always look at first. They tell you...