Opinion
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2.9KProviding CX solutions isn’t outsourcing, it’s orchestrating
March 23, 2021
A long time ago there was an outsourcing blog called ‘Horses for Sources’ managed by Phil Fersht. Eventually Phil used the momentum behind...
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4.6KContracting in the New Economy: Using Relational Contracts to Boost Trust and Collaboration in Strategic Business Relationships
March 19, 2021
By David Frydlinger, Kate Vitasek, Jim Bergman, and Tim Cummins Contracting in the New Economy is a book about the why, what,...
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4.9KThe Path to Collaborative Bidding
As companies move up the sourcing continuum, they likely will find that the typical transaction-based bidding methods are lacking, especially for complex,...
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3.2KIs it time to turn the lights out on GBS?
March 10, 2021
For too long, Global Business Services (GBS) has been the backdoor pantry where the general admin operations of large organisations are relentlessly churned out...
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2.8KBPO needs a new focus on Post-Pandemic messaging
The Business Process Outsourcing (BPO) industry was affected and changed profoundly by the Covid-19 pandemic over the past year. Not only did...
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2.3KInternational Women’s Day: Advice for Aspiring Entrepreneurs
March 8, 2021
I’m always looking for opportunities to coach and mentor others with entrepreneurial dreams, so when a colleague suggested I share my thoughts...
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3.2K
Is your BPO sales message focused on technology or the customer?
March 3, 2021
Customer Experience is one of the fastest moving industries anywhere in the world at present. I know that if you have not...
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2.3KDemand for virtual agents will put pressure on recruitment supply
February 26, 2021
Let’s face it, the way in which front-line support team members were sourced over the past two decades is changing. The agent...
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2.5KPrioritising the Digital Labour Force, GigCX and Nearshore in Post-Pandemic Remote Customer Management.
February 16, 2021
Undoubtedly, there is an opportunity now for many companies in many sectors to deal directly with the challenges of introducing Ai machine...
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3.1K
BPO hidden offshore gems part 3 – Mexicali
February 3, 2021
The hunt is on for new nearshore delivery locations. And, while the choices in the American nearshore have been aplenty over the past two...
