Opinion

Emerging trends during Covid 19

April 23, 2020

As TTEC announce their new e-book “Success begins at home”, Iain Banks, Regional VP International Markets shares with us how TTEC has...

How to make the most of an at-home contact centre operation

COVID-19 and the challenges it presents have already impacted on so many of our organisations.  Our priority, like many others, has been...

Normal Sucked. Let’s Make Sure New Normal Doesn’t.

April 21, 2020

Since lockdown, it’s been easy to mythologise ‘normal’ as if the markets and economies generally were taking full advantage of what 21st...

Your Digital Transformation Needs a Smart Vendor Strategy

April 20, 2020

Behind every digital transformation is a team of people who make it happen. This typically includes a C-suite sponsor backed up by...

Preparing for the Unexpected; Ways to keep business continuity

April 14, 2020

A pandemic such as the coronavirus (COVID-19) outbreak challenges business continuity for any organisation.  COVID-19 is taking over daily life for people...

Coronavirus pandemic beckons BPO contingency planning

April 13, 2020

As the planet shakes amid the onset of the swift spreading coronavirus, no sector of the economy is immune.  In the outsourced...

Outsourcers need to prepare for different recession scenarios

April 8, 2020

As COVID-19 ravages countries across the globe, outsourcers has risen to the challenge, with testimonials abounding about maintaining service levels for consumers while also...

Rapid shift to homeworking must be done prudently

As outsourcers around the world cope with the onslaught of the coronavirus pandemic, many face the delicate balancing act of embracing home-working while preserving business continuity....

Covid-19: What To Do Now And Planning For 2021

April 7, 2020

I received a message today from a European CEO that I work with and he just said: “…it’s crazy here!” That sums...

Strategy and Robotic Process Automation – Time To Say Hello

April 3, 2020

Strategy is a much abused word in management, having a longer pedigree of hype than say… artificial intelligence. Strategy seeks to answer...