There has been a marked increase in the number of first-time outsourcers looking to offshore their customer-service, back-office and technical support functions...
When COVID-19 pushed millions around the world to work from home, little focus was given at the time of urgency to the...
Think about the costs involved in running a contact centre. You have all that physical infrastructure to manage – the building itself,...
Apple has been forced to delay the launch of their latest iPhone because there is a global shortage of silicon chips –...
This is an extract from my new book ‘WFH: Securing The Future For Your Organization.’ The book was published at the end...
I was a guest on the CX Files podcast a couple of weeks ago. The theme was around the transition from outsourcing...
One of the benefits mentioned most often by employees and employers that are now using a work-from-home (WFH) delivery model is the...
The traditional focus of managing customer experience has always been the contact centre. This is understandable as the customer service process has...
Since the start of the Covid-19 pandemic I have been arguing that the widespread move by the Business Process Outsourcing (BPO) industry...
I recently gave a talk at the Contact Centre Leaders Convention titled Understanding the Customer of the Future. I set out to...