Our industry insights explores the ideas, strategies and innovations shaping the future of customer experience, collections and back-office operations. Built from real-world experience and global perspective.
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The eight-to-twenty-four-week timeline isn’t fixed. Here’s why most deployments take six months — and how the right partner can get you live in 30 days.
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It’s not a staffing gap. It’s a structural problem. Here’s why the backlog keeps coming back — and what to do about it.
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When everyone owns the backlog, no one does. Here’s how a specialised team changes the equation.
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How Champion–Challenger Models Are Transforming CX and Collections
Discover how integrated CX and collections strategies, supported by Champion–Challenger testing and global talent in South Africa and Colombia, drive measurable improvements even during peak pressure.
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Most businesses think of offshoring as a risk. The real risk, it turns out, is the opposite.
With consumers online and demanding around-the-clock support, U.S. call centers are fighting a battle on two fronts: finding people willing to do the work, and keeping them long enough for it to matter.
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A year ago, a bipartisan group of U.S. lawmakers introduced the Keep Call Centers in America Act.
The conversation shouldn't be about keeping jobs in or out of America. It should be about building the most competitive, customer-focused service model possible.
