It’s been hard to miss the recent hype and media misunderstanding related to Blackrock’s decision to make more use of model-based investment strategies for its actively managed stock funds. Generally (and often hysterically) reported as...
The ever-increasing pressure to reduce costs and gain market share has led organizations to leverage technology in a beneficial way. Excellent customer service is becoming a distinguishing factor as companies strive to find that niche...
The Business Process Outsourcing industry (BPO) is undergoing a transformation that could soon be adopted by other industries. Many BPO companies are now implementing a new hiring model commonly referred to as impact sourcing, designed...
What if there was a way to identify the value of your workforce? I’m not talking about the cost, but the value of the work created and delivered as a set of services performed by...
We’ve all seen the stats spotlighting why customer experience is critical. Now that we’re in 2017, there’s a fresh lineup of choice measures to review. I chose five from a useful list compiled by Carla...
It is almost impossible to compare the customer satisfaction rates of today to those levels that may have been measured 5 or 10 years ago. This is due to the fact that advancing technology has...
Despite the fact that I have spent most of my working life in a variety of technology related roles, I am by no means a “digital native”. Many of the behaviors that I see in...
There’s no question that digital marketing’s role has changed the way we advertise and communicate for so many industries. For food and beverage, we have traditionally purchased our needs from traditional brick and mortar outlets....
Today each of us interacts with businesses. Sometimes it’s through a tweet, a purchase, a call with a center call representative or the click on an email. And behind these interactions is what is undoubtedly...
Using a System Integrator
Larger or more complex implementations often require a system integrator (SI); the SI brings skills and training in vendor-specific technologies that can help move your project quickly and efficiently towards its...