October 7, 2020
There comes a time in every industry’s existence where it becomes so large and unwieldy that it splits off into subsections. This...
October 6, 2020
Each day, companies employ well-known, standard competitive bidding methods to choose their suppliers. The most common is the Request for Proposal (RFP)....
October 1, 2020
20% of supplier selection criteria now based on commitments to diversity and the environment Vodafone Group will evaluate suppliers on their commitments...
Many readers of my posts will have come across the more specific contractual requirements of the EBA Guidelines on Outsourcing, which kick in...
September 30, 2020
Contact centres generate around $25 billion in annual revenue in the Philippines, which is about 10% of the entire national economy, employing...
September 23, 2020
The crisis has been a test like no other of the ability of organisations to scale on-line transactions dramatically, securely, and reliably...
September 14, 2020
When this pandemic started about half a year ago (feels like half a century) it was still quite rare for contact centre...
September 10, 2020
It is not a coincidence that in a year of heavily disrupted markets, intelligent automation (IA) has made a leap forward in...
Over the past six months, decision-makers have learned that remote working drives solid business benefits. These should not be underestimated. Through the...
August 31, 2020
Change is difficult. We all know that. There is an entire field of psychology devoted to studying organisations and how change can...