Author: Andrew O'Brien

AI and Customer Care: The Future is Here

by Andrew O'Brien in Andrew O'Brien, Artificial Intelligence, Contact Center Technology, Customer Service Outsourcing, Multichannel Customer Service

Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. These technologies are sparking new expectations in today’s consumers on an almost daily basis. We want intelligent interactions that are personalized to our own situations and we want […]

 

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The Evolution of Self-Serve Customer Service

by Andrew O'Brien in Andrew O'Brien, Customer Service Outsourcing, Multichannel Customer Service

Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. We know you hate calling tech support. We know you’d rather not […]

 

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5 Cost-Effective Reasons to Outsource Your Contact Center [Slideshare]

by Andrew O'Brien in Andrew O'Brien, Contact Center Budgeting

Your contact center goals are to achieve cost-effectiveness and efficiency while also delivering exceptional service experience to your customers. The challenge is, how does that translate into numbers? Calculating call center costs in order to build a business case for outsourcing depends upon a complex array of factors and considerations. We want to make it […]

 

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