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Eddie Fields

Eddie Fields

Eddie Fields focuses on creating content related to BPO trends, insights, and best practices. He is knowledgeable about the BPO industry and can create authoritative and engaging blog posts that appeal to businesses looking for outsourcing solutions.

Articles by Eddie Fields

Downtown Birmingham skyline at dusk with purple and teal gradient overlay.

March 10, 2026

Call Center BPO KPIs That Actually Predict Revenue (Not Just “Answer Rate”)

Most call center BPO dashboards focus on activity metrics like answer rate and handle time, but those don’t reliably predict booked appointments or revenue.
Examples of RCS messaging in 2026.

February 24, 2026

RCS Messaging in 2026: What It Is, Why It Matters, and When to Use It

RCS upgrades texting with rich media, buttons, and read receipts — now with iPhone support. Here’s when to use it.
Downtown Birmingham skyline at dusk with purple and teal gradient overlay.

February 17, 2026

BPO vs. In-House Customer Support: A Cost, Quality, and Speed Breakdown

This guide breaks down fully loaded labor and technology costs, how to model “cost per resolved outcome,” and what to expect for launch and scaling.
Person on a phone call holding a credit card at a desk with a laptop and paperwork, representing phone payments and PCI security.

February 3, 2026

PCI for Phone Payments: Safe Ways to Take Cards (and What to Never Say)

Take card payments by phone safely with PCI-friendly workflows — DTMF masking, IVR, and secure links—plus what not to say.
Image of a call center agent handling a customer call remotely..

January 13, 2026

2026 Call Center Trends: What’s Changing, What’s Staying, and How Smart Teams Will Adapt

A practical look at 2026 call center trends, focusing on hybrid models, AI support, and consistent customer experience.
Illustrated voice card divided into quadrants for personality, language rules, service stance and escalation philosophy.

December 9, 2025

Sound On-Brand at Scale: Holiday Call Scripts & Voice Tips for 24/7 Coverage

Modular holiday call scripts, a “Voice Card,” and coaching to keep your brand consistent at peak volume.
Illustration of human, bot, and hybrid chat icons around a website screen representing different chat options.

November 4, 2025

The SMB Website Chat Playbook: Live, Bot, or Hybrid — Setup, Staffing & Handoff Tips

Practical guide to launch chat in a week, choose live/bot/hybrid, meet accessibility, and hand off smoothly to phone.
A call center agent surrounded by a shield and waveform, symbolizing voice biometric protection.

May 27, 2025

Beyond the Call: How AI-Driven Voice Biometrics Are Elevating Security and Trust

Go Answer’s AI-driven voice biometrics offer a powerful, user-friendly approach to securing contact center interactions.