AI in BPO: How to utilize them to improve the customer experience
AI BPO can be utilized in a number of ways to improve the customer experience. By leveraging the power of AI, BPO companies can deliver personalized experiences, anticipate customer needs, and provide faster, more efficient service. These improvements can lead to higher customer satisfaction and loyalty, and ultimately, improved business outcomes. […]
It’s A-Me, Mario!
Here’s the scoop on an ongoing debate between Jeff Tolster, Nate Brown, and me. […]
Quick, Change the Channel
Week before last, our client got hit with an adverse event. They placed an emergency call to us, asking that we scramble and immediately add channels. Our beautiful 30-day omni-channel roadmap was [...]
Reinforcing the Importance of Contact Center Quality Management
Here’s a concept I encountered in an ICMI chat session about integrating new members into a team: “Once everyone is on board, you want them singing from the same hymn [...]
Latest Additions: Evolving from Phone and Email to a Omni-Channel Contact Center
When we talk about continuous improvement at Callzilla, we’re talking about how we work and about the kind of work we do. […]
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