WRITTEN BY Madison M. ArenaCX is the world’s first contact center marketplace , providing outsourced labor with a twist by adding an element of co-opetition that improves BPO performance through incentives. But ArenaCX isn’t just a marketplace for labor. Hidden under the marketplace’s surface is a unique AI-driven software Read more>>>

WRITTEN BY Madison M. Okay, 4 mistakes you’re making may be a little harsh. I should clarify by saying that the traditional outsourcing process as we see it working today doesn’t really allow us not to make these mistakes. As you’re reading along, don’t feel bad if you realize you’re falling into these common traps - almost everyone Read more>>>

WRITTEN BY Madison M. If you have experience working with BPOs, you understand how challenging it can be to find the right contact center partner. And if you’re new to the process, well, take it from those who’ve been there - it’s no walk in the park. However, I don’t say this to deter you. Outsourcing has many benefits, especially when you Read more>>>

WRITTEN BY Madison M. Imagine your college-aged son just told you he invested his entire life savings into a single company. Like most parents, you’d probably think “ That’s absurd!” and would hastily tell him he’s being reckless and risking too much. You’d recommend that he diversify – spreading his savings across different companies and asset Read more>>>

WRITTEN BY Madison M. As a company focused on outsourcing, it’s clear we believe that outsourcing has the potential to make many operator’s lives simpler, while saving a business significant time and money. And, in many cases, it already does - but not without a huge front load of work and a lot of day-to-day maintenance. If you’re Read more>>>

I grew up in the hotel industry and after more than 30 years have weathered many storms, including the aftermath of 9/11 where we saw negative bookings. However, I never imagined I would see the impact which the global pandemic has had on the industry. While COVID 19 has inflicted a devastating blow which, some say, may take until 2023 for demand Read more>>>

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Never before has the internet — and information we consume — been in such a considerable state of flux. We’re facing a true crisis of misinformation, where fake news is 70 percent more likely to be retweeted than true stories. The consequences of this cannot be understated, from affecting public perceptions of reality to shaping human emotions, Read more>>>

Opus Research’s report evaluated 13 firms to better understand enabling platforms & technology, integration points & scalability, track record and future vision for enterprise-scale conversational AI. For the fourth consecutive year, Opus Research has named Nuance the highest-rated vendor for its superior platform and rich APIs. Robert Weideman Read more>>>

As part of our Future Forward webinar series, Best Buy Health’s President Deborah DiSanzo joined our CTO Joe Petro for a discussion about customer experience, AI, and how the two are converging in 2021. You can catch up with the webinar, moderated by Dan Miller, founder and lead analyst of Opus Research, on demand, but here are some of the main highlights Read more>>>