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Less Agents, Better Service?
Striking the right blend in a contact center between human and AI driven can enhance productivity while reducing the number of agents required. ...more
Outsourcing ,BPO CX Optimization Artificial Intelligence &Contact Center
February 19, 2025•3 min read
Skilled On Shore Agents
There is a move recently to re-shore agents that are highly skilled and have them take first call, this is helping prevent transferring and resulting in better customer experience. ...more
Outsourcing ,BPO CX &Contact Center
January 29, 2025•3 min read
Cost of Interaction
BPOs and customers both benefit when they use either higher level agents or AI or both, to lower the cost of interactions. ...more
Outsourcing ,BPO CX Artificial Intelligence &Contact Center
January 08, 2025•3 min read
Skills based vs AI based Contact Center
AI has been one of the most discussed topics of 2024 for contact centers. We explore the differences between the two, pros and cons. ...more
Outsourcing ,BPO CX Artificial Intelligence &Contact Center
December 18, 2024•3 min read
US Based Outsourcing
There are a number of good reasons why companies are bringing their offshore and near shore outsourced call centers to a US based outsourced call center. ...more
Outsourcing ,BPO CX &Contact Center
November 27, 2024•2 min read
2025 Outsourcing Predicted Trends
There are trends that are evolving in outsourcing based both on customer expectations and demands that are driving BPOs to accommodate them for enhanced customer experience. ...more
Outsourcing ,BPO CX CCaaS &Contact Center
November 06, 2024•2 min read
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