Opinion
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218When Second Chances Are Denied, Everyone Loses
January 7, 2025
Over the past year, I’ve taken calls from women I’ve mentored—formerly incarcerated and working hard to rebuild their lives. These are the...
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1.5KEffective approaches to regulation can raise customer service standards and boost growth
October 30, 2024
One of the conundrums that we are faced with today is how to protect customers’ interests and boost the quality of their...
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2.1KThe Power of Emotional Connection: A Game-Changer for Customer Loyalty
October 16, 2024
In today’s competitive market, customer loyalty isn’t just a metric—it’s the cornerstone of sustainable growth. While many businesses focus on price, convenience,...
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2.2KAre 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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2.9KWhat 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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3.8KThe 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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3.1K
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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3.1KIndia 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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3.2K
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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3.2K
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...
