News & Insights

In a recent article, Ernan Roman discusses a type of shopper that will account for over one trillion dollars in sales this year; webrooming consumers. Basically, a webroomer […]

A recent article by Neha Mirchandani discusses cloud-based contact center solutions and how they can improve a company’s customer experience. Many companies are now shifting to using cloud […]

While most people agree that a great customer experience is one of the most valuable things for a company to have, there’s often confusion on the specifics of […]

Outsource Consultants, a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Dave LaBatt […]

Perry Price, President of Revation Systems, recently wrote an article about a hot trend that’s been occurring in the call center industry and pretty much every other customer-centric […]

Customer experience is valuable in most, if not all, industries. Often, the quality of customer experience in the call center is critical in fostering customer loyalty and maintaining […]

In his recent article, Ian Golding poses an interesting question to companies: What do you expect from your customers? It’s a question many companies never think about because […]

Customer journey mapping has been rising in popularity in recent years as a topic all over the internet, including our own blog. There are various reasons why companies […]

It’s a moment of truth. Your customer has made contact with your business – they’ve called you, started a chat session, found your web site, sent you a fax, […]