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September 14, 2026

Viewpoints

Most Payment Calls Aren't Service Requests, They're Self-Service Failures

When customers call to complete routine payments, your contact center is absorbing the cost of a payment experience problem, but you can eliminate those inbound calls.

Stop Comparing Contact Center Wages with Vendor Rates

Fair build-vs.-buy decisions normalize in-house and outsourced options to the same loaded cost unit. Reject apparent savings that come at the expense of service and quality guardrails.