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Agentic AI in the Contact Center
Agentic AI can be and will be an important part of contact center operations however care must be taken in how it's deployed. The human element will always be important where AI augments not replaces... ...more
Artificial Intelligence ,Contact Center
October 19, 2026•3 min read
Contact Center: Business Continuity and Disaster Recovery
Business Continuity and Disaster Recovery also referred to as BC/DR are strategies to not only understand but to test and implement. ...more
BPO ,CX Contact Center Business Continuity &Disaster Recovery
October 12, 2026•7 min read
Vetting Vendors
The process for vetting vendors is more involved than just choosing a vendor based on their market reputation. ...more
Contact Center ,tech advisor
October 05, 2026•7 min read
3rd Party BPO Management
It's highly recommended to use a 3rd party to help in the BPO process from identification to selection to ongoing management. ...more
Outsourcing ,BPO &Contact Center
September 28, 2026•11 min read
What Size BPO is Right For You?
Determining the ideal size of the BPO you are about to hire requires a multistep approach and can be quite complex. ...more
Outsourcing ,BPO &Contact Center
September 21, 2026•6 min read
Small Contact Centers - Yes You Can
Small Contact Centers can take advantage of many of the technologies, applications and services that large contact centers use without busting the budget. ...more
CX ,Tech Stack Artificial Intelligence &Contact Center
September 14, 2026•5 min read
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