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Outsourcing is a practice long used by businesses across the world. But recently, more companies are exploring outsourcing processes or functions to multiple providers - particularly for contact centre and ...

Over the last few years, we've heard countless stories of industries being disrupted and businesses being forced to adapt and pivot in the face of significant change. Stories about manufacturing, ...

Today, yesterday, and for decades previously, contact centers have been measuring productivity through metrics focused on speed. But now, we're asking, are these the right numbers to look at? Productivity-based ...

When businesses first started outsourcing, it only made sense to come up with metrics to track the success of the outsourced workers, as well as how to pay for them. ...