One constant in BPO delivery is that nothing stays the same for very long. Just consider how different offshore and nearshore destinations were perceived a decade ago. Admittedly, back then there were far fewer locations vying for outsourcing investment, but among the most sought after was Egypt, which had emerged as a top choice for […]
Malgorzata Zabieglinska-Lupa, Business Solution Manager Comarch ICT Rafa? Rudecki, Business Solution Manager How should CIOs prepare their business to retain a competitive edge in the future? A key element to this challenge will be an organization’s ability to take advantage of the huge potential represented by IT automation. Automation is the solution for IT leaders […]
The decision for global contact center services provider Teleperformance to expand into Malaysia is one of the wisest offshoring strategic moves seen in 2017. Not only does this market afford significant value to both outsourcers and clients, its overall level of attractiveness as a destination cannot be understated. Couple this with a rapidly-expanding base of […]
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 […]
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 […]
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 […]
27th-29th November 2017 London,UK The world decision makers and doors in process excellence and shared services met in London this November to collaborate on the direction of Robotics Process Automation and Artificial Intelligence, share best practice, and discover the strategies, tactics and initiatives industry leaders are already implementing for business success. 2017 is our 2nd […]
