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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03
August
2023

Contact Center Trends AI, artificial intelligence, BPO, call center, call recordings, call samples, Contact Center, customer experience, customer service, Information Technology, IT, Nearshore, nearshore outsourcing, Outsourcing, Redundancy Planning

AI vs Human in the Business of Customer Care.

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…

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19
May
2023

Outsourcing Insights BPO, call center, call recordings, call samples, Contact Center, customer experience, customer service, Information Technology, IT, Outsourcing, Redundancy Planning

What to listen for in sample call recordings from a BPO?

Reviewing call sample quality is more than just taking recordings and analyzing random calls. May 2023 According to Forbes, 96% of customers will leave if they receive poor service. While most are willing to endure a few less-than-ideal interactions, they won’t keep doing business if service…

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