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

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

Are you losing too many customers? Churn is the number of customers or subscribers that have unsubscribed or left your

Analytics, Cloud, Omnichannel, Goals Customers want to be able to get in touch with you, when they want, in their

The modern contact center is not just about answering phones but about responding to customer queries whether they be through

Do you have a customer centric culture? When you ask your customers, would they agree that your company customer centric? 

5 steps to the customer lifecycle As I have had the opportunity to go into many organizations, the one thing

Will things remain the same? As we are in the middle of COVID-19 and there seems to be a light

Rogers turning a blind eye …fact or fiction? And what should you do in your own contact centre It’s was

It looks like there will be a major shift in how we do things as we work through this pandemic.