Artificial intelligence (AI) is already transforming how contact centers and BPO providers deliver customer experience (CX). From training and workforce optimization to quality monitoring and dialing strategies, automation is becoming part of the everyday playbook. How do leaders harness the power of AI without losing sight of the people behind every interaction? That balance was […]
Remember the glossy flyers that used to land in your mailbox? The thick catalogs you’d flip through with a highlighter? Getting the mail used to feel exciting. Then came email. For a while, that felt magical too. Now, most of us are tuning it all out. All of us, as consumers, are overloaded. Inboxes are
Outbound Telesales is Back — Here’s Why Read More »
We asked our CX teams, contact center professionals, and industry experts: “What are the top initiatives that need to be prioritized in the coming year, and how should companies prepare for them?” “Employee engagement is the main ingredient in making customer experience a competitive advantage. As we look toward 2025, customer experience leaders must recognize
Top CX Initiatives for 2025: Expert Advice and Insights Read More »
We are proud to share that Amy Brennan, our Chief Operations Officer and Chief AI Officer, has been honored with the Silver Stevie® Award for Female Thought Leader of the Year in Business Services at the 2024 Stevie Awards for Women in Business! Amy’s deep expertise in artificial intelligence and machine learning has set new
Amy Brennan Wins Stevie® Award for Female Thought Leader of the Year Read More »
In this Q&A, Michael Ferrari, Chief Customer Officer at Avantive Solutions, shares his insights on “blendshoring,” an innovative approach to contact center outsourcing that combines multiple geographic locations to optimize customer service and sales solutions. Michael explains how blendshoring differs from traditional outsourcing models, its impact on innovation, and how it contributes to better customer
Understanding “Blendshoring”: Q&A with Michael Ferrari, Chief Customer Officer Read More »
According to Forrester’s 2024 US Customer Experience Index rankings, customer experience (CX) is experiencing a significant downturn, marking its lowest point in years with three consecutive years of decline. While this trend is troubling, it presents a unique opportunity for brands and contact centers to distinguish themselves by delivering outstanding CX. The Current Landscape of
From Decline to Excellence: Seizing the Opportunity in Customer Experience Read More »
Staying ahead of the curve requires continually exploring and adopting innovative strategies. You might be familiar with onshore, offshore, and nearshore contact centers, but have you heard of blendshoring? Michael Ferrari on the My Curious Colleague Podcast Michael Ferrari recently joined Denise Venneri on the My Curious Colleague Podcast to discuss an innovative approach that
Podcast: Enhance Your Contact Center Strategy with Blendshoring Read More »
At a recent Maryland State Ways and Means Committee hearing, Amy Brennan, our Chief AI Officer and COO, delivered compelling testimony on the critical role of AI in shaping the future of education and business. Her insights shed light on two significant state bills aimed at advancing AI implementation and its profound impact on various sectors.
Unlocking the Power of AI: Advancing Education and Business in Maryland Read More »
“By focusing on essential behaviors, celebrating positive behaviors and holding employees accountable, you encourage your employees to rise to meet expectations and, in turn, drive your business forward.” read the latest article on Forbes.com by Avantive Solutions CEO Frank Pettinato. Read More
Forbes.com: “Celebrate More, Tolerate Less” Read More »
Our CEO Frank Pettinato sat down with Christa Heibel of CH Consulting Group to discuss the latest industry trends and how Avantive Solutions is using artificial intelligence to assist our agents, machine learning to improve performance, automated chatbots for efficient recruiting, and outbound expertise to improve medication adherence. Watch the video to learn more about our innovative
CEO Frank Pettinato: Guest on Contact Center Conversation Read More »
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