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Kieran M.
Why the Champion-Challenger Model is the Key to Driving Business Growth
Relying on a single BPO for your contact center is like going to the same restaurant every time you eat out. Sure, you know the menu, and...
Kieran M.
Think Good Customer Service Is Too Expensive? Think Again
Many organizations struggle with poor or ineffective customer service. It’s not always because they don’t care about their customers—it’s...
Andrew McIntyre
The Benefits of Mid-Sized BPOs
Midmarket BPOs (Business Process Outsourcing) are providers that cater to medium-sized businesses and may offer some unique advantages...
Andrew McIntyre
Earned Wage Access
How can a company help an employee in a financial emergency? One of the advantages of being a #bpo consultant of a portfolio of global...
CCConcierge
Rebranding Call Deflection
I am not a betting man, but I will wager that the term “call deflection” did not come from the marketing department, maybe from...
CCConcierge
Efficiency Should Serve Customer Service
The recent introduction of advanced customer self-service technology in the Contact Center industry offers enormous promise if handled...
CCConcierge
The Modern Agent
Agents in many contact centers today have to have good technical software skills in a variety of systems; CRMs & Desktops, like...
CCConcierge
The Digital Contact Center
The new cloud-based technology offered by companies like Avaya, Salesforce, Five9, and Freshworks have permitted call centers to evolve...
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