Since Barack Obama and Raul Castro began thawing US – Cuban relations, a great deal of speculation has arisen over the island nation’s commercial potential. And, while there are certainly opportunities that appear evident as Cuba’s economy liberalizes, it is unlikely that offshore contact center delivery is immediately among them. From the perspectives of a […]
Matt Hooper, SVP Global Marketing at cloud communications company IMImobile, looks at what the proactive capabilities of digital and mobile channels can do for today’s outsourcers – and their clients. Just twenty years ago it would have been practically impossible for, say, a utility company to contact all affected customers about upcoming maintenance; for a […]
The march of automation continues to attract huge attention in both the business sphere and now the political sphere. The Business Process Outsourcing (BPO) market is truly feeling the pressure from both clients insisting on automation and, perhaps even more dramatically, President Trump’s public displays of disdain for the offshoring of American jobs. It’s well […]
Is there such a thing as a fully ‘digital customer experience’? The answer is yes and no. We are offering customers ever more means of experiencing customer service across many channels and devices. Whilst companies may relish the distance that these digital channels and devices might appear to give between the business and the customer, […]
Power to the people: heart and soul of tomorrow’s Customer Experience Today, there is no question that in order to succeed, organisations must adopt new technologies that enhance the Customer Experience. Not only that, but they must use data driven insight on customer behaviour to innovate intelligently. However, throughout all these transformations that move us […]
I’m a Kate Bush fan. In her song ‘Strange Phenomena’ she writes: “you bump into a friend you haven’t seen for a long time, then into another you only thought about last night’. This perfectly encapsulates the limits of Ai. The best thing about it is the ‘i’ bit. Properly designed, nuanced and deployed an […]
Here’s an important date for your diary – Wednesday June 14, 2017 at Verizon’s Head Office in Reading. If there is only one event you attend this year make it COCCO – the Conference for Outsourcing Contact Centre Operations. Devised by Professional Outsourcing Magazine and The UK Contact Centre Forum (UKCCF), COCCO aims to share […]
