The HFS OneOffice™ Hot Vendors are an exclusive group of emerging service and technology providers set to impact and disrupt the market. HFS analysts regularly speak with exciting start-ups and emerging players. They designate a select group as the HFS OneOffice™ Hot Vendors based on their offerings’ distinctiveness, ecosystem robustness, client Read more>>>

It goes without saying that the primary goal of contact centers is to provide exceptional customer service. But what’s simply stated isn’t always so easily achieved. That’s why contact center leaders are increasingly turning to technology to serve their customers more efficiently, effectively, and consistently. In fact, 69% of CX leaders say Read more>>>

Drive employee engagement, increase retention, and deliver exceptional customer experiences with Pathlight. Companies continue to struggle with employee retention. In August of 2021, a record 4.3 million Americans quit their jobs only to be topped again in December when 4.5 million quit . And the future doesn’t look much better. According Read more>>>

Pathlight now has AI-driven goal setting that automatically adjusts team and individual goals in realtime based on peer performance and historical trends. Goal setting right now is arbitrary and time-consuming, AND setting the wrong goals can be catastrophic for morale and performance. The stakes are high, and this is why we are excited Read more>>>

Pathlight’s QA and conversation review tool drives success by enabling coaching on the customer conversations and activities that drive your critical KPIs. Whether you have dozens or thousands of employees, getting aligned on performance expectations and goals is no easy feat— but it’s not impossible. The best managers and companies Read more>>>

Today we have on the pod, Michele Rowan, who is a CX executive with 20-plus years of experience in strategy, implementation, and optimization, both of US and international support. She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. Read more>>>

Today, we welcome to the podcast, Terry Rybolt, Chief Revenue Officer at LiveXchange Technologies. Leveraging over 20 years of business process outsourcing and experience, Terry is one of the subject matter experts on technology, remote working, customer experience (CX), and GigCX. He has worked for large multinational corporations in business development, Read more>>>

The last time you needed customer service, did you immediately contact the company by phone, email, or chat, or did you first dig around online a bit to see if you could find the solution yourself? Now consider the service channels your company offers. Have you seen a recent uptick in the use of self-help options? Perhaps many of your customers are Read more>>>

For ResultsCX, a business process outsourcing (BPO) company, keeping up with shifting customer expectations means acting with agility. ResultsCX provides call-center technology and staffing services for brands in nine key verticals, including top-level telecoms, major healthcare providers, big insurance companies, and online retailers. It supports many Read more>>>

By Becky Watkins, Senior Vice President, Relationship Management When Microsoft announced its recent deal to acquire Nuance Communications it told the world that the healthcare industry is serious about leveraging the latest and greatest technology solutions to advance the industry significantly into the future. For several years now, healthcare Read more>>>