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Eddie Fields

Eddie Fields

Eddie 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

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.