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The Real Cost of Poor Call Quality
Most people think of phone calls as background noise – the least remarkable part of modern business. But that’s only true if you’re not paying attention. In practice, voice and video communications are the front line. They are the moment when problems get solved, trust gets built, deals get made, and lives get saved. When…
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Customer Contact Week 2025 Recap: Insights from the Expo Floor
We wrapped up our first experience at Customer Contact Week Las Vegas, and it couldn’t have been a better introduction. Shane Hosey, Joseph Fuccillo, and Hes Yavari spent their time in great conversations with contact center leaders, tech teams, and transformation executives who are in the thick of cloud migration, operational complexity, and a rapidly…
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Customer Story – Hospitality
This leading travel marketplace connects millions of guests with places to stay in nearly every country worldwide. The company operates a complex contact center ecosystem with more than 25,000 agents spread across the globe. Some of them internal, many provided by BPO partners. These agents support customers using standardized Chromebooks and a mix of on-prem…
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How to Ensure Call Accessibility: Global Toll-Free Testing
When customers dial your toll-free number, they expect no dropped calls, no frustrating error messages, no dead ends. But what if those calls never reach your business in the first place? Many organizations assume their toll-free numbers work worldwide, but verifying this accessibility across multiple countries is a significant challenge.
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Customer Story – Retail
This global e-commerce retailer operates a high-volume, customer-focused business with a mix of in-house and outsourced contact center operations. With a hybrid support model—combining agents working from offices, homes, and multiple BPOs—they were striving to deliver consistently high-quality customer experiences despite the complexity of their environment.
