Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!
12
December
2018
U.S. brands are out of touch with their customers’ needs says Forrester’s Customer Experience Index, recently released. The result is a “dangerous gap” in consumers’ sense of emotional engagement, connection, and loyalty. “We are living in a market where customers are increasingly free agents and where adoption and abandonment…
07
August
2018
Which experience does your call center offer customers, omnichannel or multichannel? Do you know the difference? My latest article for Nearshore Americas — Are You Sure Your Customers Are Getting an Omnichannel Experience? — explains the differences. The explanation is necessary because there are many call center environments where providers…
09
March
2017
Smartphones and social media have transformed the call center industry over the past decade. Companies use to dictate to the customers how and when they would be taking calls and via what method. Consumers were frustrated trying to reach tech support or customer service in the middle of their workdays…
