News & Advice
Read the latest insights and best practices for employers and professionals.
“I admit it… Generative AI is a True Disruptor (I’m a Die-Hard Skeptic)”
By: Ned Rossini Okay, I admit it… the new digital world of generative AI in the contact center is very cool and very useful. No...
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Make Sure Talk Time and AHT Are Not Your Hidden Enemy
As most of you know, Talk Time and AHT (Average Handle Time) are about as common of a KPI that exists in the contact center...
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Three P’s Of Contact Center Outsourcing: The Third P
In my previous two blog posts, I talked about the Ps of contact center, and we have covered the first two already, People and Processes...
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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...
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