BPOs Must Rethink Social Media CX Provision
Remember the heady days of 2010? The world was recovering from the worst economic crisis since the end of the Great Depression; young and old mused aloud at which avatars would best represent us online; everyone grooved to Shakira’s Waka Waka in the wake of South Africa’s FIFA World Cup extravaganza. But, in the CX […]
Addressing the agent dynamics of outsourced content moderation
By Sean Goforth The task sounds straightforward: apply a set of decency rules to social media videos or images. That’s what many content moderators do every day. Yet, that glosses over the grim reality of how disturbing content moderation can be. “It’s digital…but it’s real life,” said one former moderator during a recent episode of […]