Thought Leadership and Opinion Pieces
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4.5KOpinionComputer says yes: Why automation will make contact centres more ‘human’
January 10, 2020
BPOs are in the human workforce management business. You may bill against your agents’ time, but what you’re really selling is people...
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2.9KMultimediaPodcastGlobal CX Benchmarking Research
January 8, 2020
Robert Allman is the Group Senior Vice President for Customer Experience at Dimension Data. Based in Johannesburg, South Africa, Dimension Data operates all...
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5.3KOpinion‘Robot’ Mania: Holding Back The Automation Industry?
January 6, 2020
“When I use a word,’ Humpty Dumpty said in rather a scornful tone, ‘it means just what I choose it to mean...
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8.8KOpinionCaribbean BPO must define itself at Montego Bay conference
December 7, 2019
Currently, there is no shortage of prospective delivery points that are positioning themselves as logical spots for offshoring. This must be top...
