Blog

Whether you have a single outsource partner, or multiple partners, we recognize that they will perform better when treated as part of the team. Even with the best intentions, there are times that outsource partners struggle and performance lags. When this occurs, it’s important to take swift...

Friction free as a term has been applied to the idea of capitalism, marketplaces and customer experience. The idea is to provide consumers easier access, whether that is to competing products, purchasing via mobile deviceor interacting with an organization. This may seem like a strategic concept to...

It is common for organizations to engage more than one outsource partner for a variety of business reasons, including business growth, need for niche providers and specialized needs such as additional security or compliance. However, this scenario also creates challenges for benchmarking success, ensuring continued communication and aligning...

As you’ve heard from us on many blog posts, technology is really amazing. Its possibilities are limitless, and it seems like every day something new and remarkable is rolled out to make our lives easier. But therein lies the problem: so much is happening so quickly,...

Will humans be supplanted by automation? Are we really approaching an era where artificial intelligence can do anything a human can? In the customer service industry, some might say yes. Whether it’s conversational AIthat makes you feel comfortable or that many in the UK believe that AI is...