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BPO Accent Neutralization
Accent Neutralization is becoming a very important capability that BPOs are employing. Both to satisfy their customers and making it easier to hire local talent in offshore locations. ...more
Outsourcing ,BPO Contact Center &Offshore
June 04, 2025•1 min read
AI Driven Quality
A new day has dawned where quality is enhanced by AI. It gets even better when the AI is customized to contact centers and the particular domain(s) they are servicing. ...more
Outsourcing ,Artificial Intelligence Contact Center &Quality
March 12, 2025•2 min read
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
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