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Outsourcing

Customer Care Behind the Scenes: 12 Seriously Funny Call Center Moments

Humor can defuse a situation, such as phone conversations between a customer and a call center representative. Presenting 12 stories...

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Outsourcing, Call Center, Tech Outsourcing

What Is Business Process Outsourcing (BPO) and How Does It Work?

“BPO” refers to business process outsourcing, which is when a company outsources operations or functions to a third-party business...

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Applications, ERP

Time is money: increase supply chain speed and agility with digital transformation

In today’s fast-paced and unpredictable markets, supply chain speed and agility are competitive advantages. This is particularly true...

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A virtual assistant helping someone with customer strategy from a mobile phone.

Where Chatbots and AI Fit into Your CX Strategy

Outsourcing / Call Center / Tech Outsourcing

Customers expect and use multiple channels to access customer support. “Most customers will still prefer to use an automated or self-service option as long as it is convenient and easy to...

By Christine Crandell October 23, 2019
Call center employee experiencing an unusual call

Customer Care Behind the Scenes: 10 Stories of Wholesomeness and Hilarity

Call Center / Outsourcing

Sometimes irate, sometimes adorable, sometimes sentimental, and at other times, rib-ticklingly funny. If you spent time in customer service, chances are you met all of the above customer...

By Samir Alam October 21, 2019
Chatbots acting as a disruptor in learning

4 Disruptions in Business, Technology & Demographics for L&D

Learning

The question is not whether the L&D industry is under disruption. Walk the aisles of any learning conference in the world and it is chocked full of booths with equal parts buzzwords,...

By By Lori Niles-Hofmann October 16, 2019
Someone rating a chatbot using a digital customer service feature

Chatbots Can Create a Customer Satisfaction Problem

Outsourcing / Call Center / Tech Outsourcing

When asked what comes to mind when thinking about artificial intelligence-driven (AI) customer service, 13 percent of consumers say it is ‘maddening’; code word for frustrating. 38 percent...

By Christine Crandell October 14, 2019
changing workforce - learning and development - training classroom setting

The Great AI Disruption in the Workplace: What to Expect and How to Prepare for It

Learning

Studies, including are own, reveal that as companies prepare for future needs and trends, they plan to focus on digital upskilling to help enable employees through technology. 52 percent of L...

By Brian E. Frydenborg October 10, 2019
caveman holding a red telephone from the 90s illustrating the history of business process outsourcing

The Evolution of Business Process Outsourcing: Building New Value Propositions

Tech Outsourcing / Outsourcing

Can you imagine a modern, global business ecosystem without BPOs? It would be one with practically no 24*7*365 customer service, no round-the-clock IT support, and no cost-effective way to...

By Samir Alam October 09, 2019
Channel Partner Team Strategy Meeting

How to Exceed Channel Partner Expectations

Channel Enablement / Tech Outsourcing

According to Nielsen, Word-of-mouth recommendations are the most effective and trustworthy advertising source. As a result, partner marketing channels provide lower risk than other marketing...

By Natalia Kossobokova October 02, 2019
Corporate Worker Jumping Hurdles

Overcoming Professional Development Constraints

Learning

Given the level of interest in our work, why aren’t more L&D professionals pursuing career development opportunities? Are we so focused on helping others to succeed that we forget about...

By Barbara Babcock October 01, 2019
Someone looking up product information on their phone

What is PIM? Unify Your Technical, Marketing and Meta Data with Product Information Management

Applications / PLM

The term has gained popularity in the past few years, as apparel companies have begun to look for ways to keep their product information consistent across all parts of the business.

By Desideira Mastriaco September 28, 2019
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