• About Us
    • Diversity, Equity & Inclusion
    • Mission, Vision & Values
    • Social Impact
  • Team
  • Media
  • Careers
    • Opportunities
    • Hiring Process
  • Contact Us
Client Portal Login

LinkedIn

Twitter

Facebook

Burnie Group
  • Industries
    • Financial Services
    • Insurance
    • Private Equity
    • Retail
    • Telecommunications
    • Long Term Care
  • Capabilities
    • Strategy
      • Corporate Strategy
      • Digital Strategy
      • Post-Merger Integration
      • Primary Research
      • Strategic Alignment
      • Value Creation
    • Operations
      • Operations Diagnostic
      • Operations Excellence
      • Performance Management
      • Process Improvement
      • Process Mining and Task Mining
      • Target Operating Model
    • People & Organization
      • Change Management
      • Role Accountability & Decision Rights
      • Organizational Design
      • Workforce Management
    • Technology & Automation
      • Artificial Intelligence
      • Center of Excellence
      • Contact Center Automation
      • Digitization
      • Intelligent Automation
      • IT Strategy
      • Technology Strategy
  • Contact Center
    • Contact Center Benchmarking
    • Contact Center Technology
    • Customer Journey Mapping
    • Health Check
    • Process Optimization Programs
    • Target Operating Model
  • Clients
  • Insights

Insights from Burnie Group

Expert opinions, insights and trends from Burnie Group’s industry leaders in management consulting.

Subscribe to our Newsletter

Search Insights

Sort By Topics

  • Artificial Intelligence
  • Benchmarking
  • Case Studies
  • Contact Center
  • Digitization
  • Employee Engagement
  • Financial Services
  • Insurance
  • Machine Learning
  • Operations
  • People & Organization
  • Post-Merger Integration
  • Press Release
  • Private Equity
  • RPA
  • Strategy
  • Technology & Automation
  • Value Creation
  • Workforce Management
How Conversational and Generative AI Can Support the Future of Contact Centers

How Conversational and Generative AI Can Support the Future of Contact Centers

Read Article
Webinar feature image: How Conversational and Generative AI Will Shape the Future of Contact Centers

How Conversational and Generative AI Will Shape the Future of Contact Centers

Read Article
woman using smartphone to interact with IVR

Unlocking IVR Success: 10 Essential Questions to Start Your Journey

Read Article
The Most Important KPIs for Contact Centers

The Most Important KPIs for Contact Centers

Read Article
Contact center three women working as frontline employees

How to Build a Best-in-Class Employee Experience in the Contact Center

Read Article
ENGAGE 2023: Highlights from Our Conference for Contact Center Leaders

ENGAGE 2023: Highlights from Our Conference for Contact Center Leaders

Read Article
Contact center leader coaches frontline employees

Developing A Meaningful Employee Journey in the Contact Center

Read Article
Unlocking the Power of Hyperautomation in Your Contact Center

Unlocking the Power of Hyperautomation in Your Contact Center

Read Article
ENGAGE Webinar Series square feature image - ENGAGE logo on a geometric background in red, blue, grey, black and white

ENGAGE Webinar Series: Engaging Customers & Employees in Contact Centers

Read Article
A headset rests on a laptop in a contact center

5 Ways Contact Center Automation Can Improve Your Contact Center

Read Article

Burnie Group is an award-winning management consulting firm that partners with clients to drive innovation, increase productivity, and improve the customer and employee experience.

Growth 500 2018 logo
Growth 500 2019 logo
2019 Canada's Top Growing Companies logo
Growth List 2020 logo
Blue Prism Client-Business-Impact–Telco-Nth-America Winner 2021

LinkedIn

Twitter

Facebook

350 Bay St #200,
Toronto, ON M5H 2S6

416-306-8349

contact@burniegroup.com

© Copyright 2023 The Burnie Group Inc. All right reserved.

  • Privacy Policy
  • Accessibility Policy