Outsourcing Insights

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!

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13
August
2019

5 Ways to Transform Contact Center Customer Experience in 2020

Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved.

02
July
2018

Why Advances in Artificial Intelligence Won’t Replace the Need for Live Agents

Much has been written lately about the use of artificial intelligence and automation in contact centers. Our VP of business development Jason Sterns penned a feature article for Nearshore Americas entitled High-Tech Demands High-Touch: Why Advances in AI Won’t Replace Live Agents outlining ways technology will impact the…