Everest Group’s 360-degree Enterprise Automation Playbook empowers enterprises with practical advice and guidance on how...
Download this Strategy Guide from ttec and learn how making the move to an...
Jamaica is a country of extremes. It’s the place to which Ian Fleming retreated...
Outsourcing is all about saving money – as long as you’re doing it in...
Customers in all industries share one thing in common: they want a good experience....
Robin Hoekstra is CEO at Outworx, based in Durban South Africa. Outworx focuses on CX and back office BPO solutions. Most of...
Downtown London Chair, Simon Danczuk chats to four leading personalities from the world of Impact Sourcing. We welcome Traci Freeman, Jonathan Yarlett...
This is IAOP PULSEcast, where we explore topics big and small in the world of collaborative partnerships. From AI and RPA to...
Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front...
Stephen Loynd has spent his career observing, analysing and commenting on the information and communications revolution spreading across the planet and in...
There is plenty of evidence to suggest that the global economy is on a path to recession. Most sectors will be impacted,...
Alistair Niederer is the North America CEO of Ember Group, based in Toronto. He has a long track record in CX having...
Download this Strategy Guide from ttec and learn how making the move to an at-home agent model can benefit your company. To...
Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and...
Matt Sims is the founding director of 4t4Consult, based in the UK. Until last year he was the CEO of Teleperformance in...
Automation-led business transformation has been at the top of most organizations’ agendas recently – and for good reason. An effective strategy to...
This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you...
Customer experience is a tool available to the smaller player as well as the larger enterprise – if only they’d use it,...
In the new episode of the Near Futurist, our editor’s independent podcast, Guy Clapperton talks to RealVNC about how customer support and...
Sarah Burnett shares common questions that enterprises ask about automation. To answer these questions Everest Group analysts have created a playbook focused...
Let me preface everything in this post with one very important point: there will always be a place for traditional BPO. Even...
As a customer support leader, you were likely anxious and full of questions when the COVID-19 crisis emerged. How will you keep...
There have been numerous reports in the media about the challenges that client firms and vendors have struggled with as COVID-19 spread...
Since the onset of COVID-19, front-office BPO providers have had to rethink how they do business. And fast. In short order, executive teams...
COVID is with us now and into the foreseeable. Retailers with an active or soon to be active ecommerce solution and strategy...
Ubuntu – An African term meaning”I am, because we are” Our country has been grappling with the lockdown and its prospects for future growth...
