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Three P’s Of Contact Center Outsourcing: The Second P

In my last blog post, I laid out the idea that contact center outsourcing comes down to 3 broad things: People, Processes, and Priority. In...

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Three Ps of Contact Center Outsourcing: The First P

In my last blog post, we talked about what to consider when selecting a contact center partner. Along those same lines, I wanted to talk...

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What to Consider Most When Choosing a Contact Center Outsourcer?

In my nearly 20 years in the BPO and contact center space, I have seen some great fits between organizations, and I have seen some...

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AI Influence on Accounting and Finance Industry

AI has become a main topic of many discussions as technology continues to grow.  With that growth comes questions of how this technology might impact...

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The 4 Forces of Employee Disengagement

No matter what level in an organization, there are four potential forces of employee disengagement. We might think about the difference between engaged employees and...

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5 Elements of a Successful Virtual Training Model

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role of...