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...

During the last weekend in April, I had the pleasure of attending the SOCAP Symposium in Chicago. In addition to myself and our SVP of Customer Engagement, Tom Asher, there were over 250 fellow attendees from various industries. It was great to be able meet...

A recent Bloomberg article examined the latest tech initiatives that many businesses are taking to engage their customers and improve the buying process, especially in brick and mortar stores. Stores like Lowe’s are using VR headsets to help shoppers visualize how certain items will look in their...

So much happened in the tech space in 2016, especially in regards to what innovative technology means for customers. We saw the promise of AI start to deliver through digital assistants and connected home devices. We saw the once-futuristic idea of virtual reality become a...

“Thank you for contacting customer service, can you hold please?” It is a modern marvel that we still have this scenario occurring today. With our huge advances in technology, there are still so many that do not have an efficient way to transfer information from an...