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The Realities of “Replacing” People with Technology in CX
“Replace people with technology and save money.” That is the general mentality many people have adopted, particularly since the release of Open AI’s ChatGPT in November 2022. Some people — maybe more often leaders — are excited by this possibility, while others — likely employees — are...
How Journey Maps Boost Customer Experience
Do you ever wish you could get into your customers’ minds as they're interacting with your business to better understand their decision-making process? If only you could get them to take the next step, you could prove they won’t regret doing business with you! Nurturing people through the...
Why Size Matters with Business Process Outsourcing Companies
Do you tend to think bigger is better — or to be avoided? Your tendency may be more of a subconscious mindset than an intentional arbiter. Think about your preferred places of business. Lifetime Fitness or niche gym? Costco or local market? State university or small college? People often...
Protecting Your Brand Through Content Moderation
Trust and safety: a belief and a condition most people would agree they hold as values. The intensity of that value may depend on one’s background and experiences. If you have experienced some form of trauma by someone you trusted, you may be more guarded or a more active proponent of...
How Can the Risks of Outsourcing Be Mitigated?
Most investments come with risks and rewards. The key to successful investments is obvious — the rewards must outweigh the risks. Right? If only business were that simple. Yes, better processes can lead to greater profits, when they go well. You might be considering outsourcing some of your...
How to Build a Tech Stack for Your Business
SaaS. UCaaS. CCaas. The list goes on. In fact, more than 50 “as-a-service” offerings are available to you. As-a-service offerings have grown beyond software subscriptions to encompass all kinds of services delivered, some of which help boost employee experience (EX) and customer experience (CX). ...
How to Recruit Key Sales Positions and Win in Business
The recruitment and placement process is critical to the success of a team. We see this in the sports industry. A hire, particularly for key positions, affects the team owners, investors, coaches, fans, teammates, and even the competition. It’s an industry where players must perform and deliver...
Should Advisers Remain Neutral Re: Call Center Outsourcing?
The concept of neutrality dates back to the 15th century. To maintain neutrality, one “has a neutral opinion” and “takes no part in a contest between others.” Diplomats instituted laws concerning rights to neutrality, which allowed nations to remain impartial in situations of war or conflict. The...
How Conversational AI Solves Call Center Language Barriers
Do you long to outsource your call center but fear frustrating your customers with language barriers? When faced with a problem, we tend to think about solutions in terms of this or that. I have to either use a self-managed or domestic call center or accept that my customers may struggle to...
When Does It Make Sense to Outsource My Contact Center?
In the 1990s, the management consultant, educator, and author Peter Drucker coined the phrase, “Do what you do best and outsource the rest.” Many leaders have adopted this black-and-white ideology, and some have experienced success. However, at face value, the principle doesn’t leave much...
