Why Are Contact Centers Still Doing Quality Assurance the Old Way?
We all know the checklist. It usually starts like this: You know the rest; 10 generic questions, repeated across every contact center […]
If You Can Outsource It, You Can Automate It
Outsourcing used to be the blueprint for scaling customer service, particularly offshoring to cheaper labour. But today’s best contact centers aren’t scaling […]
If You Don’t Own Your AI, You’re Training Someone Else’s
Around 2010 there was a popular phrase attributed to social media that stated, “if you’re not paying for the product, you are […]