Opinion

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...

Reducing Poverty through Employment

March 17, 2020

What have you done today to reduce poverty? Perhaps it’s not a question that is frequently asked, but when you consider that...

Contact Centre outsourcers must address attrition meaningfully

March 13, 2020

Today’s customer experience environment demands delivery of the best possible outcomes to end-users, and this reality is not lost on executives in...

Strategic Steering Of Automation: A Total value of Ownership Framework

March 2, 2020

Investing in technology has always been problematic. In recent years, with digital technologies, organizations have tended not to fully investigate risk and...