Opinion
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3.2KBPO’s muct attack e-commerce CX opportunity
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...
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6.8KABCs of RFX Bidding Methods: Which Ones are Right for You?
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)....
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Vodafone embeds purpose commitments in its supply chain
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...
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New contractual challenges for ICT contracts in Financial Services
Many readers of my posts will have come across the more specific contractual requirements of the EBA Guidelines on Outsourcing, which kick in...
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5.4KHow Has The Pandemic Affected Contact Centres In The Philippines?
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...
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3.3KCloud Strategies – why they are today’s unsung hero
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...
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3.8KWill BPOs Embrace Transparency And Learning In The New Normal?
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...
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3.6KHow intelligent (and integrated) automation can build resilience in the new normal
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...
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3.3K
Work At Home well-being should be front of mind for BPO’S
Over the past six months, decision-makers have learned that remote working drives solid business benefits. These should not be underestimated. Through the...
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4.1K
Is The CX Industry Leading Others To The New Normal?
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...
