Thought Leadership and Opinion Pieces
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4.1KMultimediaPodcastCX Files: The Top 5 Most Favoured Locations For Contact Centres in 2020
May 7, 2020
Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front...
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4.3KMultimediaPodcastCX Files: Riding The Third Wave To A New Normal Of WAHA And Gigs
April 30, 2020
Alistair Niederer is the North America CEO of Ember Group, based in Toronto. He has a long track record in CX having...
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4.0KOpinionThe world of IT outsourcing – post pandemic
April 29, 2020
As we slowly begin to take a deep breath with a downward trajectory of the pandemic, we need to look at how...
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6.7KOpinion
The outsourcing world beyond Covid-19
April 23, 2020
The Covid-19 pandemic has altered the business landscape for the world. Although, it is not as catastrophic as a meteor hitting the...
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4.4KFeaturedOpinionEmerging trends during Covid 19
As TTEC announce their new e-book “Success begins at home”, Iain Banks, Regional VP International Markets shares with us how TTEC has...
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3.0KOpinionHow 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...
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3.9KFeaturedOpinionNormal 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...
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4.9KOpinionYour 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...
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3.8KMultimediaPodcast
CX Files: The Key Steps To A Fast Work-From-Home Strategy
April 16, 2020
Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and...
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3.4KFeaturedPreparing 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...
