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  1. Building Your Quality Assurance Program: Breaking Things Down

    Samantha Molyneaux

    Although the term “Quality Assurance” may bring with it some fairly sophisticated and far-reaching implications, the concept at the heart of it couldn’t be more straightforward. It simply refers to “an ongoing testing and/or evaluation activity that ultimately provides valuable insights into both the compliance and effectiveness of direct customer and business interactions.” It’s a […]

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    “Building Your Quality Assurance Program: Breaking Things Down” is locked Building Your Quality Assurance Program: Breaking Things Down
  2. The Importance of Big Data: Meet Your New Competitive Advantage for the 21st Century

    Samantha Molyneaux

    Over the last decade, in particular there has been an enormous level of disruption taking place across the contact center industry. Those who are still holding onto the “tried but true” best practices of an era that has long since ended are rightfully scared. Any change brings with it an incredible amount of uncertainty, and […]

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    The Importance of Big Data: Meet Your New Competitive Advantage for the 21st Century
  3. Balancing Technology and Automation with Live Agents: Here’s What You Need to Know

    Samantha Molyneaux

    To say that the technological landscape has shifted enormously over the last decade or so is, at this point, probably a bit of an understatement. Even when you think about how far we’ve come since 2007, when Steve Jobs first introduced the iPhone to the world, it’s incredible. Who would have thought that one day, […]

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    Balancing Technology and Automation with Live Agents: Here’s What You Need to Know
  4. What You Need to Know About the Modern Approach to Data Security and Protection

    Goodbay Technologies

    According to one recent study, a massive 60% of all small businesses permanently close their doors within just six months of a cyber attack taking place. When you also consider the fact that the vast majority of these types of attacks actually target small businesses in the first place, it’s easy to understand why this […]

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  5. How the Futures of Artificial Intelligence and the Customer Experience Intersect

    Goodbay Technologies

    These days, customer experience isn’t just important – it’s essential to everything that you’re doing as a brand. It’s the cornerstone upon which your competitive advantage will be built, even in the must cutthroat of industries. According to one recent study, a massive 67% of customers say that they’d be willing to pay more for […]

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  6. The Common Misconceptions About Outsourcing: Getting to the Facts

    Goodbay Technologies

    According to one recent study, the global market size of outsourced services across all industries is currently sitting at somewhere in the neighborhood of $85.6 billion. That’s a massive amount of money for something that is, within the context of the fast-paced evolution of modern technology, still a relatively “young” concept. Organizations of all types […]

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  7. Omnichannel Support: What It Is, Why It Matters and Why You NEED to Care

    Goodbay Technologies

    In an era that has long since ended, if one of your customers had a question or a problem with their service and needed to get into contact with someone, they essentially had one option through which to do it: They picked up the phone and hoped for the best. Then came email, which was […]

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  8. Why Overseas Outsourcing Doesn’t Work

    Goodbay Technologies

    As businesses of all kinds look for opportunities to scale in size, cut costs, preserve profit margins, and create a better experience for their customers all at the same time, they often begin to think about call center outsourcing as a viable way to accomplish these goals. At a certain point, business leaders usually realize […]

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  9. How to Care for a Unicorn

    Goodbay Technologies

    If you were to look up the term “unicorn” in the dictionary, you’d find two key definitions. The first is the one that probably came to mind instantly: “a mythical animal, typically represented as a horse with a single straight horn projecting from its forehead.” It’s an image that has been seen in everything from […]

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  10. Critical Thinking Agents in the New World of Customer Service

    Goodbay Technologies

    At one point, it didn’t matter what type of business you were talking about or even the industry they were operating in – the job description of a customer service agent was essentially a hard and firm framework that most organizations were fine with following. Even though these were hardworking people, you were still talking […]

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