What is business process outsourcing (BPO)? BPO is contracting out your customer calls/tasks/IT/HR/etc. to a 3rd party who then manages and administers it [...]

Things to consider to roll out a successful remote work from home strategy As this pandemic continues, globally organizations are having to grapple [...]

Are you losing too many customers? Churn is the number of customers or subscribers that have unsubscribed or left your company during a [...]

Analytics, Cloud, Omnichannel, Goals Customers want to be able to get in touch with you, when they want, in their channel of choice.  [...]

The modern contact center is not just about answering phones but about responding to customer queries whether they be through a chatbot, tweet [...]

Do you have a customer centric culture? When you ask your customers, would they agree that your company customer centric?  Or is it [...]

5 steps to the customer lifecycle As I have had the opportunity to go into many organizations, the one thing that was common [...]