Opinion Archives - Intelligent Sourcing

Are Human-centric Experiences Possible with Gen AI? We Think So!

September 11, 2024

In a world where digital transformation is the norm, maintaining genuine human connections becomes our greatest challenge and opportunity. Gen AI isn’t just a...

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What Is the future for work in a world of uncontrolled war and exponential AI?

June 26, 2024

Latest opinion piece by Mark Hillary How do we make sense of the world and how fast it is changing? I can...

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The BPO Revolution: How Outsourcing is Evolving to Accelerate Business Growth

June 23, 2024

The perception of outsourcing as a mere cost-cutting tactic is a relic of the past. Today’s BPO industry is a £100 billion...

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Are Investors Right to Be Nervous about CXM Providers? Well, It Depends!

June 12, 2024

Generative AI (gen AI) is transforming the customer experience management (CXM) landscape, challenging traditional contact centers. While concerns about declining revenues and...

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India is the Most Favored Offshore CX Delivery Location in 2024

May 22, 2024

The Philippines and South Africa tie for the silver medal, Malaysia places 3rd; low favorability marks for Honduras and Serbia India retains...

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Flexible Workforce Management In BPOs Is Undergoing A Post-Pandemic Renaissance

April 15, 2024

Workforce Management (WFM) doesn’t appear to be the most exciting of subjects. It’s usually just another three-letter acronym that customer service specialists...

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Customer service: the boardroom imperative for today and tomorrow

March 28, 2024

Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – whether through better training, access...