October 14, 2024
The Bald + The Beard | Episode 3: The Myth of Standalone CX AI
In the third episode of The Bald + The Beard, hosts Tom Luther and Andrew Griffiths tackle one of the most pervasive myths in the CX space: that […]
Customer Service
August 8, 2024
Help! Leveraging BPOs and Technology for Superior Customer Experience
Hosted by Rob Dwyer, Next in Queue features customer experience, contact center, customer support, customer success, training, leadership, and technology experts and practitioners from around the globe. From […]
June 10, 2024
5 Things Your Call Center BPO Partner Should Be Doing
Technology has rapidly advanced the customer experience (CX) landscape for BPO call center operations. While traditional telesales that began more than a generation ago remain in use, numerous […]
May 14, 2024
The Bald + The Beard | Episode 2: Debunking MORE Outsourcing Myths
In the second episode of The Bald + The Beard, hosts Tom Luther and Andrew Griffiths continue their exploration of outsourcing in the customer experience (CX) sector, this […]
February 21, 2024
The Human-AI Symbiosis in Retail Call Centers
“AI will replace human contact center interactions,” according to some CX experts in 2020. Whether or not you fully embraced that view at the time, you certainly contemplated […]
August 1, 2023
Retailers, the Holiday Season is Coming. Are You Equipped to Handle the Call Volume Spike?
The holiday season is approaching fast and most retail companies are preparing now for “all hands on deck” to handle their peak customer traffic, from contact centers, online, […]
July 25, 2023
The Power of AI Technology and the Call Center Industry
As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and […]
November 15, 2022
Labor Crisis Management: Contact Center Strategies to Curb the Crunch
Keeping call centers adequately staffed in 2022 has been, to put it lightly, a challenge. Keeping them staffed without incurring additional costs? Next to impossible. Welcome to the […]
September 1, 2022
3 Reasons to Celebrate Your Call Center Agents This Labor Day
Labor day is a time to show appreciation for all the hardworking staff in or contracted by your company. One often overlooked group, contact center representatives, definitely deserves […]
August 15, 2022
Higher Demand For the Medical Industry and Outsourcing Services
As the medical industry experiences higher demand for service and a staffing shortage, outsourcing options have become more pivotal to keeping things running than ever before. Many clinics […]