What is Business Process Outsourcing (BPO)?
Outsourced services have quickly grown into a set of best practices used by companies of all sizes. According to market research reports, the business process
Outsourced services have quickly grown into a set of best practices used by companies of all sizes. According to market research reports, the business process
A 2018 Microsoft study shows that 95% of respondents consider customer service to be a critical factor in their loyalty to a brand. And as
About as common as unjustified fears of AI overlords enslaving the human race, are blanket defenses of AI technology as something inherently good, ethical, and
“Here we go,” you think before morosely tapping out the 1-800 number on your dial pad. You only have a ring’s worth of time to
Chances are you’ve read about the flashier aspects of AI implementation—automation of rote tasks, CX tailored to individual customers, saving money—even if you’re not an
More often than not, the stories we hear about AI and customer experience are either warning us against nefarious practices or recollections of a negative
So much of the conversation around AI implementation in business, including our last couple of blogs, focuses on customer service, and with good reason: chatbots
One thing any event planner will tell you is that making in-person connections is a powerful thing. But, while our current social distancing status is
At Humach, we see our human agents and our digital ones as distinct, essential entities, each with a set of strengths and weaknesses. Neither is
When it comes to consumers, their behaviors, emotions, and influences change but the one thing we know for sure is: people do business with people
While the global health and economic crisis has radically altered businesses across the globe, it’s also given us valuable insight on consumer habits and new
What happens when businesses without disaster relief plans close or suspend services and support unexpectedly? For most businesses, to put it simply, bad things–
According to Gartner, 15% of all customer service interactions will be handled solely by AI by 2021. Whether you’re part of the 31% of companies
2019 served as a wake-up call for companies that failed to progress with transformative customer experience improvements. Changes in passive consumerism eradicated a record number
Let’s face it; contact centers are not an easy environment to manage. Every day, contact center agents are bombarded with disgruntled customers, long hours, and
Contact center management is not an easy task. It’s far more than merely scheduling agents. The workplace itself is a stressful arena, filled with constant
Contact center management is not an easy task. It’s far more than merely scheduling agents. The workplace itself is a stressful arena, filled with constant
The path to the customer is continuously changing and evolving. Customer service experts have come to realize the holistic roadmap to the customer through creative
