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Category: Strategy

BPO vendor

Business Practices

Breaking Up (with your BPO) is Hard to Do: Part Three

Learn From Your Mistakes and Move on! A breakup with your BPO (Business Process Outsourcing) vendor can be a painful

August 23, 2018

BPO vendors

Business Practices

Breaking Up (with your BPO) is Hard to Do: Part Two

Keep Your Options Open If you have broken up with your BPO (Business Process Outsourcing) vendor, it’s now time to

August 21, 2018

Business Process Outsourcing vendor

Business Practices

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

August 16, 2018

omni-channel contact center

Business Practices

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

July 26, 2018

training contact center

Business Practices

Back to the Basics, Part Three: Training in the Contact Center

Contact Center managers must understand the importance of having effective and ongoing training in place for agents. Training is what

July 10, 2018