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If you think about it, your customers put a lot of faith in your brand and the ability of your employees to care for things that matter to them.

As the retail industry continues to evolve, brands also continue facing ongoing uncertainties: supply chain disruptions, unpredictable economic factors, and shifts in employment, just to name a few.

There are several things you need customers to do. Stumbling about searching for ways to get answers to their service questions isn’t one of them.

The increase in digital channels means contact centers are handling more contacts, both synchronous and asynchronous, that have a lifespan longer than the planning interval.

Business leaders had just learned to cope with the Great Resignation when another negative workforce phenomenon began to affect their operations: quiet quitting. Rather than quitting outright (aka loud quitting), the quiet quitter avoids putting any extra effort into their job beyond required tasks. In some extreme cases, they ignore their role in its entirety.

By the time a call center agent utters the words, “How can I help you”—the customer journey has veered off track.

Looking back three or four years, few would have been able to predict the lucrative new opportunities which have recently emerged for business process outsourcers (BPOs).