Should Credit Unions Consider Outsourcing?
A recent Credit Union Times column asks the important question “Is Operational Outsourcing Worth A Second Look?”
It’s a good questio...
December 20, 2022
Posts by Cesar Guzman
September 22, 2022
Reduce Telecom Churn By Focusing On The Customer Experience
The telecom industry has long faced the critical challenge of retaining customers with an average churn rate of 27% (in some segments, ...
June 23, 2022
The Bilingual Customer Experience: It’s About More Than Just Language
From 2010-2020, the buying power of Hispanic Americans grew by 87%, compared to 51% for non-Hispanic consumers. It’s no secret that Sp...
March 07, 2022
The Benefits of a Nearshore/Domestic Contact Center Blend
The demand for nearshore contact center support has grown significantly in recent years, according to organizations such as Forrester R...
January 20, 2022
Telecom CX Is Key To Diminishing Churn
With an average annual churn rate of 27% (in some segments, it rises to well above 50%), the telecom industry has long been faced with ...
July 20, 2021
Digital Transformation In The Contact Center
While it may come as a surprise to many, the term “digital transformation” has been part of the business vernacular for nearly three de...
March 25, 2021
The Value of Proactive Customer Service
After completing a comprehensive study of more than 6,000 consumers, Gartner points to the many benefits of a proactive approach to cus...
October 29, 2020
What Covid Has Taught Us About Business Continuity Planning
The Covid-19 experience has certainly taught us all many lessons. Perhaps none more important than the need to have a Business Contin...