A sudden increase in customer inquiries can expose a hiring problem long after the interviews are over. Agents may know the script yet struggle when a customer challenges the answer, a policy changes, or an AI assistant suggests a response…
For all the discussion about how to interpret first call resolution (FCR), few dispute its importance as a CX indicator. But FCR has evolved with the addition of customer touchpoints and means of contact. Now, AI in contact centers is…
Overview Reducing Training Duration and Improving Readiness Most training programs are designed to be completed, not to ensure readiness. Agents move through structured timelines, graduate from training, and enter production, but still require support, corrections, and time to reach full…
Overview Commercial Firm Successfully Transitioned Operations in Three Waves With 98% Quality and Zero Trainee Dropout Facing rising costs, a leading real estate finance and underwriting firm needed to address attrition in its North American underwriting back office. The operations…
Consolidation is top of mind for the operations and procurement leaders reviewing vendor strategy. The upside is clear, from fewer suppliers and tighter contracts to less overhead to manage. Forrester describes consolidation as the prevailing direction in sourcing right now,…
In an AI-enabled contact center, a single customer interaction involves layers. How well those layers work together decides whether the technology is making the operation faster or quietly driving up the cost per contact. When these AI-driven layers are well…
Why scaling empathy is not the same thing as automating it. A recent study published in the Journal of Business Research tested how customers reacted when their service recovery was handled by voice AI instead of a human agent. Customers…
An accent can shape perceptions from the first few words. Listeners begin forming accent-based judgments almost instantly. All it takes is a moment for listeners to begin forming judgments about a speaker based on their accent. In the BPO voice…
Outsourcing has evolved well beyond a cost-cutting exercise. Outsourcing has evolved well beyond a cost-cutting exercise. As Deloitte principal Kort Syverson put it in the firm’s Global Business Services Survey, “What has become clear is that cost is a deteriorating…
If business intelligence does not alter operations, it is ornamental. A new CCW Digital Analyst Report featuring DATAMARK leadership examines how strategic outsourcing is being redefined by AI, governance, and operational maturity. CX leaders are facing pressure from every direction.…