Customer Service

For the last two decades, the Philippines has been almost synonymous with outsourced customer service. When leaders talk about shifting work offshore, the conversation often starts and ends with a single idea: it’s cheaper. ...

The lights are barely packed away from the 2025 holiday season, but CX leaders are already planning how to show up differently in the year ahead.   The stakes are...

How AI shaped the holiday shopping experience for 78% of consumers The 2025 holiday rush became the first truly AI-powered shopping season, with nearly 8 in 10 (78%) shoppers...

Customer expectations are rising, and contact volumes are not slowing down. McKinsey’s recent State of Customer Care research found that 57% of customer care leaders expect call volumes to increase by as much as 20%...

Contact centers have always battled high turnover, but the last few years have turned talent retention into a true business risk. One Forbes-reported survey found that average yearly contact center...

Twinkling lights, packed parking lots, and endless “order shipped” emails can only mean one thing: peak season is here.  For retailers, the holiday rush is equal parts magic and mayhem. Shoppers expect fast...

The holidays are full of cozy lights, last-minute gifts, and maybe one or two extra peppermint mochas. They are also full of receipts. If you are looking at your bank account after the holidays...

Over the past two years, AI in customer support has changed more than ticket resolution times—it has reshaped where and how support teams operate.   As AI customer service agents take on predictable, policy-driven inquiries, organizations are shifting to remote delivery models that...

Shifting customer service from an internal team to an external partner is one of those changes that can unlock efficiency, coverage, and scale—but it can also go sideways if it’s rushed.   Customers don’t care...