Opinion
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219What’s the Difference Between a Call Centre and a Contact Centre?
Customer needs and touchpoints are increasingly complex. To thrive, brands must adopt the channels their customers actively use and go above and...
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587Leveraging Diversity for Success : Just don’t make it a slogan
If the Covid-19 pandemic was not the front-page news story, issues of diversity, inclusion and empowerment would be receiving more attention. After...
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535ABBYY Digital Intelligence selected by Paragon Customer Communications to drive digital transformation
ABBYY, a digital intelligence company, has announced a collaboration with Paragon Customer Communications – the leading provider of insightful customer communications solutions...
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690Partners must be part and parcel of crisis-ready digital transformation plans
For those in Business Process Outsourcing (BPO) the ongoing crisis has presented the chance to prove their mettle; are they an indispensable...
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796How to Nail your Black Friday CX Strategy
As COVID-19 continues to impact the economy and shoppers behaviour, Black Friday is set to be unlike any we’ve ever had. The...
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655BPO’s muct attack e-commerce CX opportunity
There comes a time in every industry’s existence where it becomes so large and unwieldy that it splits off into subsections. This...
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804ABCs of RFX Bidding Methods: Which Ones are Right for You?
Each day, companies employ well-known, standard competitive bidding methods to choose their suppliers. The most common is the Request for Proposal (RFP)....
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Vodafone embeds purpose commitments in its supply chain
20% of supplier selection criteria now based on commitments to diversity and the environment Vodafone Group will evaluate suppliers on their commitments...
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New contractual challenges for ICT contracts in Financial Services
Many readers of my posts will have come across the more specific contractual requirements of the EBA Guidelines on Outsourcing, which kick in...
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1.1KHow Has The Pandemic Affected Contact Centres In The Philippines?
Contact centres generate around $25 billion in annual revenue in the Philippines, which is about 10% of the entire national economy, employing...
