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!
03
August
2023
By Lafayette Moran | VP, Business Development August 2023 In a world where AI is disrupting the traditional customer service landscape, brands are leveraging it to reduce the need for live agent interaction. However, there are still many instances where customers require human assistance in…
18
July
2019
The story of Paul Bunyan, the giant lumberjack accompanied by his sidekick Babe the Blue Ox, looms large in American folklore. One part of his story, popularized by Disney, involves a showdown between Bunyan, yielding his double-bladed ax, and a steam-powered chainsaw. A competition — “Man vs. Machine” —…
02
July
2018
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…
22
May
2018
Recently, I had an opportunity to attend the SOCAP Southwest chapter meeting in Denver, which focused on the use of artificial intelligence (AI) in the contact center. The meeting consisted of a series of sessions addressing various aspects of AI and automation technology. Here’s a brief run-down: AI in…