The conversation around contact centers often gets framed as a debate: AI agents or human agents? But that framing misses the larger opportunity; the most effective strategy isn't replacement, it's a combination. By using data-driven insights to blend human strengths with technology, you can make both stronger together and put the consumer experience at the forefront. Outbound Empathy vs. Inbound Availability As a general rule, humans still excel at outbound interactions. The

A small internal video we made to dissect this extremely common problem in consumer outreach, and some possible ways to think about it...

Job Title: Five9 Outbound Consultant Location: Remote Working hours: EST 9:00 - 18:30 Monday to Friday Employment Type: Contract About ALPerformance ALPerformance is a specialist Five9 consultancy built by ex-operators, not theorists. We optimize outbound strategy, maximise connect rates, and run high-performance contact centers across the UK and US. Agile, fast paced, high performing. We deliver consistent, proactive, and transparent service. We anticipate needs, solve

Five9 Outbound Engineer Location: Remote or On Site Department: Call Center Operations / IT Employment Type: Full-Time About the Role...

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In today’s fast-paced, hyper-connected world, no business thrives in isolation. Growth, innovation, and customer success increasingly...

Last weekend, I had the pleasure of sitting down with the SVP of CompliancePoint Litigation Services for an intriguing interview on the...

Bruce Lee said, “Be like water.” The best outreach operations are like water – fluid, adaptive and precise. Successful outreach isn’t...

Too passive is a real thing. Too aggressive is a real thing. At outboundIQ we call it the “Goldilocks Config” - not too hot, not too cold…just right, is where we like it… :-)