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Breaking Up (with your BPO) is Hard to Do: Part One
It’s Not Me, It’s You If you and your BPO (Business Process Outsourcing) vendor aren’t seeing eye-to-eye and all attempts at reconciliation are failing,
Five Business Lessons We Can Learn from the Thailand Soccer Team Rescue
You may have heard of the incredible story of the Thailand Soccer Team Cave Rescue. The world watched with bated breath, the plight of a
Acquiring a Call Center? Do Your Due Diligence!
If you are in the market to purchase something, whether it is a house, car, or even tonight’s dinner, you likely will be doing some
It’s Time for Your Check-Up
Evaluating your contact center performance is always essential, but it can sometimes be challenging to have an objective view. You can make the process easier
How to Create an Owner Exit Strategy
Entrepreneurs spend quite a bit of time thinking about ways to successfully launch and grow their businesses. As someone with a huge entrepreneurial spirit, I
The Omni-Channel Journey: What’s Your Destination?
Recently I attended the IQPC’s Customer Contact Week (CCW) in Las Vegas. Being one of the top industry events it’s nothing less than a melting
Five Reasons Why You Should Sell Your Call Center
Are you the owner of an outsourced contact center and have been thinking about a change in direction? More specifically, have you been thinking about
A Whole New World: AI’s Expanding Role in CX
The ever-growing power of computing is transforming our lives. Today we can see the inclusion of artificial intelligence in many aspects of daily life. One
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