What the Post-Automation Contact Center Looks Like Now
Every contact center in the country has been through some version of the automation pitch. Chatbots absorb the easy volume. AI assistants make agents faster. Voice bots handle routine calls.…
Support Capacity Forecasting and Where It Breaks
I’ve been in enough workforce planning meetings across the Bay Area and New York support operations to notice something odd. Every operation has a forecasting problem. Every operation thinks their…
How Financial Services Firms Evaluate BPO Partner Quality
Evaluating BPO partner quality in financial services is a fundamentally different exercise than vendor selection in most other industries. The regulatory environment means that quality failures are not just service…
BPO Compliance for U.S. East Coast Financial Firms
Compliance is not an afterthought in financial services outsourcing. It is the foundation. For East Coast financial firms evaluating nearshore partnerships, the compliance question comes first. Before cost. Before capability.…