Customer Contact Blog

Botman versus SuperAgent: TheDawn of a New Contact Centre

By Dr. Nicola J. Millard, Head of Customer Insight and Futures, BT Global Services Movie theaters have been packed with superhero movies lately. Many of these pit human against machine in a fight to the death. Is the contact center industry undergoing a similar battle...

Exploring Virtual Reality for Empathy Training

By Adam Schouela, Fidelity Investments Vice President, Product Management – Emerging Technology, Fidelity Labs Sam, a Fidelity Investments associate in one of the customer contact centers, removed the headset and handed it back to me. I had just taken him through our...

Ensuring Partnership Success with Business Process Outsourcing

By April Sealy, Vice President, Operations, Elevate Using Business Process Outsourcing (BPO) to staff customer service has evolved significantly during my career. From a focus in the 1990s on cost-saving measures, by moving simple transactional processes to BPO, it...

Share This