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The banking and financial services (BFS) industry is driving today’s rapidly evolving digital technologies. Not only have we seen the pandemic accelerating the adoption of digital payments and wallets, contactless banking, and other credit schemes, such as “buy now, pay later” solutions, but the...
It’s All About the Factory Floor First, a quick refresher on Six Sigma. If you’ve ever worked for a brand that made something tangible—a car, a laptop, a tube of lipstick, or a bag of chips—you’ve likely heard the term. Created by Motorola USA employees in the late ’80s, Six Sigma aims to...
Augusto Martinez Reyes · 07.25.2022 Let’s take a moment to look back and rewind. It’s the late 1990s. The world ran on dial-up modems and telephone lines, believing that the deafening noise made by our modems was the sound of the future – our main gateway to magical online lands otherwise...
The convergence of physical and digital realities powered by Web3 and the metaverse are adding a new depth to the customer experience, sometimes literally. By expanding a customer’s experience through the use of virtual reality (VR), augmented reality (AR), and other times extending traditional...
‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner...
Author: Yoni Epstein Date: December 18, 2020 The founder of Zappos, Tony Hsieh, passed away in tragic circumstances recently at the far-too-early age of 46 . Hsieh built Zappos into a phenomenal business that Amazon bought in 2009 for $1.2 billion, but he stayed on as CEO until his...
CX Best Practices Posted August 11, 2020 The new generation of wireless technology, 5G, promises to change how people use the internet through lightning-fast connection speeds, lower latency and an ability to connect one million devices per square kilometer. This...
CX Best Practices eCommerce Posted September 29, 2020 The polarity of the pandemic is undeniable. On the one hand, COVID-19 has fostered anxiety and uncertainty across the globe, yet it has also highlighted the strength of the human spirit and our ingenuity in...
St. Lucia News Online | July 4, 2020 Prime Minister Allen Chastanet surprised staff at the itelbpo Smart Solutions call centre on Saturday, July 4. Chastanet said on Facebook that he made a “quick unscheduled stop at the newest state of the art call centre based in Vieux-Fort”. “I was...
By Jerry Leisure, Co-Founder & CEO True gamers know that playing video games is about more than experiencing the content of the game—it’s also about belonging to a community of players who share their passion for the game. Too many video game companies fail to appreciate and harness the...