To achieve a competitive edge, client firms have intensified their search for sources of innovation. Recent years have seen client firms trying...
Over the course of the last several days the situation in South Africa has degenerated badly through violence, looting and rioting. This...
As enterprises ramp up their digital transformation initiatives, the strategic sourcing function faces the challenging task of establishing and orchestrating an IT...
Think about the costs involved in running a contact centre. You have all that physical infrastructure to manage – the building itself,...
Today’s contact centre is much more than just a place to answer calls. Traditional call centres are evolving into customer experience hubs...
Earlier this week I interviewed Michele Rowan from the WFH Alliance in the US. As a trade body that focuses on best...
Organizations have identified Artificial Intelligence (AI) as a quintessential enabling layer in their digital transformations. As AI adoption increases, so too does...
This is an extract from my new book ‘WFH: Securing The Future For Your Organization.’ The book was published at the end...
I was a guest on the CX Files podcast a couple of weeks ago. The theme was around the transition from outsourcing...
One of the benefits mentioned most often by employees and employers that are now using a work-from-home (WFH) delivery model is the...