Opinion
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1.9KBPO: Working from home could reduce your attrition by at least 30% – That’s millions of dollars per year
Think about the costs involved in running a contact centre. You have all that physical infrastructure to manage – the building itself,...
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391Before starting your next Digital Supply Chain Project, ask these three critical questions
To improve your odds of success, here are some performance outcomes you should be targeting before you plan your next digital transformation...
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697The challenges facing automotive brands in the post-pandemic 2020s
Apple has been forced to delay the launch of their latest iPhone because there is a global shortage of silicon chips –...
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613WFH: Securing The Future For Your Organization
This is an extract from my new book ‘WFH: Securing The Future For Your Organization.’ The book was published at the end...
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845Outside In – ‘Anything as a Service’ Includes CX And Cars!
I was a guest on the CX Files podcast a couple of weeks ago. The theme was around the transition from outsourcing...
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627A focus on Work-Life-Balance must be an integral part of the new normal
One of the benefits mentioned most often by employees and employers that are now using a work-from-home (WFH) delivery model is the...
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832CX As A Service (CXaaS) Embraces the Opportunities Offered in the Cloud
The traditional focus of managing customer experience has always been the contact centre. This is understandable as the customer service process has...
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638In times of crisis is re-shoring for resilience really the smartest choice?
When crisis strikes, it might seem prudent to turn inward, bring your resources closer to home and batten down the hatches. Despite...
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646
Is the traditional high-volume BPO model dead?
Since the start of the Covid-19 pandemic I have been arguing that the widespread move by the Business Process Outsourcing (BPO) industry...
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659Is MPS undermining your understanding of the future customer?
I recently gave a talk at the Contact Centre Leaders Convention titled Understanding the Customer of the Future. I set out to...
