Our Insights
Read our updates and valuable perspectives on the BPO industry and the digital space.
In a tech-driven contact center, empathy remains key. Learn how balancing automation with human connection enhances CX and builds lasting customer trust.
In a tech-driven contact center, empathy remains key. Learn how balancing automation with human connection enhances CX and builds lasting customer trust.
The contact center industry is undergoing rapid transformation, driven by technological advancements, AI integration, and evolving customer expectations. As businesses […]
Artificial Intelligence (AI) is revolutionizing customer interactions by enhancing the empathy conveyed in communications. Research from Salesforce indicates that 62% […]
In today’s competitive business landscape, contact centers are no longer just cost centers—they are powerful revenue generators. With the integration […]
In today’s digital-first world, real-time conversational analytics is revolutionizing how contact centers operate. By leveraging AI-driven analytics, companies can gain […]
Sustainability is becoming a key focus for contact centers, with industry leaders like XMCBPO adopting eco-friendly practices to reduce their […]
The consequences of inadequate data security are severe: The average cost of a data breach surged to $4.45 million in […]
Sentiment analysis and speech analytics leverage artificial intelligence (AI) and machine learning (ML) to decode customer emotions, voice tones, and […]
The COVID-19 pandemic accelerated the adoption of remote work across various industries, and the contact center sector was no exception. […]
The demand for self-service options is on the rise, with 81% of customers attempting to solve problems independently before reaching […]
