Adding AI into the mix without leaving people behind
AI is transforming customer service roles—but it’s not about replacing people. Learn how to implement AI with empathy, clarity, and a plan that supports your team through change.
Preparing your contact center for new technology
Implementing new contact center tech is just the beginning. Learn how to build a support model that keeps your platform running smoothly and prepares your team for long-term success.
The answer is AirTags
A travel mishap reveals how simple tech like AirTags outperforms fragmented customer service systems—and what contact centers can learn from it.
A year of change and bad customer service
2024 brought major shifts in contact center tech—but many businesses missed the mark. This recap explores what went wrong and how poor implementation led to bad customer service.
How to improve customer service in 2025
2025 is the year to fix what went wrong in 2024. Learn how to improve customer service with better knowledge management, tech integration, and workforce upskilling.
YouTube, Google and the future of customer service
Customers now turn to YouTube and Google before calling support. Learn how smart brands are adapting their customer service strategy to meet users where they search first.
Lessons in leadership from handling man (or woman)splaining
A personal story about navigating mansplaining becomes a leadership lesson in communication, culture, and empowering frontline teams in contact centers.
How a Health Insurance Giant Transformed Its Customer Journey With CX Strategy and Journey Mapping
Redesigning the customer journey to improve empathy and strategic alignment in healthcare.
How a Regional Retail Chain Optimized Its BPO Costs With Outsource vs. Insource Modeling
Optimizing customer touchpoints and cost efficiency for a growing pet retail chain.
How a National Meal Delivery Provider Turned Around Its Call Center in 6 Weeks With Workforce Management and Leadership Coaching
Improving call center performance and service levels for a national meal delivery brand.
How a U.S. Health Insurer Optimized 20+ BPO Contracts With Vendor Benchmarking and Negotiation Strategy
Optimizing BPO contracts to balance service quality and cost in healthcare.
How a Regional Health Insurer Achieved a 15% YoY Growth Plan for Medicare Sales Through Call Center Optimization
Boosting Medicare sales performance through strategic call center optimization.
How a U.S. Professional Services Firm Scaled to 4x Revenue and 30% Profit Growth Through Operational Excellence
Scaling a tech-driven services firm through strategic operations and team growth.
How a National Benefits Insurer Selected Nearshore BPO Partners in 120 Days Using a Blind RFI and Champion-Challenger Strategy
Resolving service gaps with tailored nearshore BPO solutions for insurance customer support.
Unifying Global Technical Support Operations for a Telecom Equipment Vendor. Reducing Costs by ~20%
Unifying global support architecture to improve service and reduce operational costs.
Improving First-Time Resolution by 5-8% in 60 Days for a North American Industrial Supply Organization
Improving email support with first-touch resolution and agile CX transformation.
Transforming Quality Assurance From Compliance to Customer Experience for a B2B Industrial Supply Organization
Shifting B2B service quality from compliance to customer experience focus.
Agile Coaching & Mission-Critical Platform Delivery for a 15,000-Employee Global CPG Company
Accelerating agile transformation to deliver mission-critical IT platforms.
Cloud Contact Center Platform Selection for a $1B Health Insurance Organization
Integrating CRM and cloud contact center platforms for multi-channel optimization.
Cloud Contact Center & WFM Implementation for a National Benefits Provider
Supporting cloud platform implementation with expert guidance and workforce optimization.