Outcome-Based Outsourcing: The Shift From Per-Seat to Performance Contracts
Conventional outsourcing in the past was quantified in terms of headcount. More people were assumed to mean more success. However, in the current fast-paced world, this trend of outsourcing may soon reveal its flaws. Having a lot of people around does not always mean success. Those who take pride in being successful usually work differently. […]
AI-Augmented Support: Why Hybrid Teams Outperform Fully Automated CX
Automation has been remarkably transforming customer support-faster replies, 24/7 availability, and lower operational costs. But anyone who’s ever tried resolving a complex issue through “Press 1, Press 2” knows the frustration of interacting with a system that just doesn’t get it. This is where hybrid support comes in-real people, empowered by AI, working together rather […]
The Human Scribble: Using Tactile Imperfection to Stand Out from AI
For decades, websites have been built to revolve around navigation: menus, pages, and forms that a person needs to figure out. But user expectations have changed. Now, people expect digital to be intuitive, proactive, and goal-driven. This is where agentic UX comes in. Agentic UX takes websites beyond static interaction. Instead of waiting for […]
From Chatbots to Agents: Why Agentic AI is the Future of Data Mining
Chatbots represented the first wave of the application of AI in the corporate world, where they assisted in creating answers to questions, accessing data, and even automating processes. However, the more complex, disconnected, and rapid data created in the corporate world makes it necessary to move past the point of reactive AI. Now comes the […]
AI’s U-Turn: How the Keep Call Centers Act Forces Transparency and Re-routes Customer Experience Tech
The Keep Call Centers in America Act (KCCAA) has put AI in customer service under a spotlight, creating a significant shift in how companies use technology for customer interactions. While AI-powered chatbots and voice assistants have become key tools for improving customer experience (CX), this new law forces companies to change how they use these […]
Is Your Chatbot Losing You Customers? The Human-First Approach to AI
Chatbots and AI-powered support are everywhere—but not all chatbots drive customer satisfaction. In fact, poorly designed AI interactions can frustrate customers, erode trust, and even cost your business sales. The solution? A human-first approach that balances AI efficiency with genuine human connection. Why Chatbots Sometimes Fail Many businesses deploy chatbots to cut costs or […]
Future-Proofing BPOs with Effective Business Continuity Plan
Any disruption to the operations that BPOs oversee for a range of industries might cause serious financial harm to clients. When unforeseen hazards like cyberattacks, natural disasters, or global pandemics occur, these businesses can continue operating smoothly with a well-designed business continuity plan (BCP). A business continuity plan (BCP) for business process outsourcing (BPO) must […]
