It isn’t surprising most business leaders are confused about how artificial intelligence is transforming contact centers. For decades, popular culture has presented us with fantastical images of what AI would be. From robotic co-pilots to psychopathic operating systems, it seemed that artificial intelligence would enter the world stage with dramatic flourish. Instead, artificial intelligence has emerged to fulfill much more mundane roles in our everyday lives. While we can all be glad that the reality of AI is nothing like the movies, most of us would be surprised at just how ubiquitous artif ..read more

Contingency recruiting in it's simplest form an outsourced recruiting service where the recruiter or agency only receives a fee on the successful hires they do for a client. Think of it as a " no hire, no fee" arrangement between the client and the recruiter. Contingency recruiters have no implied exclusive arrangement with the hiring company. Therefore , a client can engage the services of multiple contingency recruiting firms. The Pros: Client pays for results only $0 upfront costs Single fee Reduced HR needs Results-orientated Interviews, negotiations, and feedback provided by recruiters ..read more

On the surface, it may seem like the best reason to partner with a contact center is convenience. It’s certainly true that using a contact center to deliver exceptional customer service frees your resources for your company’s core competencies. Without the worry of hiring and training an entire department of customer service employees, you can focus on growing your business. But partnering with a call center can improve more than your peace of mind. Contact centers can improve the following four key business outcomes. Improve Customer Experience According to Gartner, “customer experience (CX ..read more

At first glance, it may seem like the rapid growth of the nearshore BPO market occurred overnight. But, in fact, the governments of Mexico and its Latin American and Caribbean neighbors spent the better part of the last decade positioning themselves as key BPO players. Through investments in infrastructure and the education of their labor pool, as well as attractive tax incentives to outsourcing firms, countries south of the US border have been able to leverage their geographical proximity and emerge as the preferred choice for U.S. firms seeking a BPO partner. The nearshore BPO market experi ..read more

I will freely admit I have hired the best interviewer in some instances and have been pleasantly surprised in some cases and other times filled with regret. As years turned into decades my approach changed slightly, and I moved away from the customer or non-customer facing hiring philosophy that is prevalent in call centers. Since then it's been clear to me every role should be about serving customers; whether internal or external they are equally important skill sets for any company looking at their workforce demographics. I have moved away from STAR questions and follow a conversational sty ..read more

Maybe you’ve noticed a slump in your employees’ productivity lately. You’re not alone. According to Gallup, U.S. ,employee engagement has slipped for the first time in a decade. The drop in employee engagement isn’t surprising given the tumult of the past few years. But disengaged employees are costly for your business. A study by The Engagement Institute found that ,disengaged employees cost companies about $550 billion per year. On the other hand, engaged employees boost a company in countless ways. Gallup reports that companies with highly engaged employees have less absenteeism, higher pr ..read more

If you’re having a hard time holding onto workers, you’re not alone. Going into the third year since Covid-19 emerged and, with it, a surprising exodus of workers leaving their jobs, the Great Resignation is still upending the labor market. And that much turnover is pricey for employers. It costs about $4,000 to hire a new employee, but that price can quickly escalate depending on the position and other factors. High turnover affects your company in other ways, too. From lost productivity to lower customer satisfaction, your business suffers when top employees move on to greener pastures. How ..read more

You’ve always known that offering a great customer experience is one of the most powerful ways to differentiate yourself from your competitors. But are you aware of the way technology is transforming your customers’ expectations? You may be finding that returning phone calls during “normal business hours” just isn’t cutting anymore. In this article, we’ll outline the ways the internet has changed the definition of “customer experience” and list 4 signs it’s time for your business to partner with a contact center. From Customer Service to Customer Experience The internet subtly shifted your cu ..read more

Without taking into account the Employee Experience (EX) a CX strategy is somewhat flat. People support the strategy… Why is it that we spend on understanding CX, yet cringe when asked to invest in understanding EX. Simply, the customer ROI is easier to prove and has the perception of improving the company. Yet, nothing will improve customer satisfaction more than engagement with an employee that is engaged and happy. To test that theory head on over to Glassdoor, poor customer service generally poor reviews. Best in class customer service generally fantastic reviews. Companies that are inclu ..read more