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Vol. II — No. 184Remarkable People · Exceptional CompaniesToday's Edition

offshore-outsourcing

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Company
NQX Put 10,000 People Behind a Simple Bet: AI Should Make Call Centers More Human
Enterprise · Ai

NQX Put 10,000 People Behind a Simple Bet: AI Should Make Call Centers More Human

The company formerly known as Nordia is trying to modernize a stubbornly human business without automating away the humans. Its playbook - better onboarding, mixed-shore teams, and carefully placed AI - offers a useful counterweight to the contact-center hype cycle.

customer-experience · contact-center-outsourcingRead →
Company
The Call Center Disappeared. Alta Resources Kept the Conversation
Enterprise · Ai · Ecommerce

The Call Center Disappeared. Alta Resources Kept the Conversation

Alta Resources built an 8,000-person outsourcing business by treating customer service as part of the product. Now it is threading conversational AI through a model designed around dedicated human teams.

business-process-outsourcing · customer-experienceRead →