Opinion
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1.9KTrends shaping South Africa’s Global Business Services industry in 2022
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...
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1.7KWork from Home: 3 underrated impacts we should be talking about
When COVID-19 pushed millions around the world to work from home, little focus was given at the time of urgency to the...
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4.4KBPO: Working from home could reduce your attrition by at least 30% – That’s millions of dollars per year
Think about the costs involved in running a contact centre. You have all that physical infrastructure to manage – the building itself,...
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2.3KThe challenges facing automotive brands in the post-pandemic 2020s
Apple has been forced to delay the launch of their latest iPhone because there is a global shortage of silicon chips –...
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1.7KWFH: Securing The Future For Your Organization
This is an extract from my new book ‘WFH: Securing The Future For Your Organization.’ The book was published at the end...
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1.9KOutside In – ‘Anything as a Service’ Includes CX And Cars!
I was a guest on the CX Files podcast a couple of weeks ago. The theme was around the transition from outsourcing...
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1.6KA focus on Work-Life-Balance must be an integral part of the new normal
One of the benefits mentioned most often by employees and employers that are now using a work-from-home (WFH) delivery model is the...
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2.1KCX As A Service (CXaaS) Embraces the Opportunities Offered in the Cloud
The traditional focus of managing customer experience has always been the contact centre. This is understandable as the customer service process has...
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1.9K
Is the traditional high-volume BPO model dead?
Since the start of the Covid-19 pandemic I have been arguing that the widespread move by the Business Process Outsourcing (BPO) industry...
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1.5KIs MPS undermining your understanding of the future customer?
I recently gave a talk at the Contact Centre Leaders Convention titled Understanding the Customer of the Future. I set out to...
