June 23, 2021
Think about the costs involved in running a contact centre. You have all that physical infrastructure to manage – the building itself,...
June 8, 2021
Apple has been forced to delay the launch of their latest iPhone because there is a global shortage of silicon chips –...
May 25, 2021
This is an extract from my new book ‘WFH: Securing The Future For Your Organization.’ The book was published at the end...
May 17, 2021
I was a guest on the CX Files podcast a couple of weeks ago. The theme was around the transition from outsourcing...
May 11, 2021
One of the benefits mentioned most often by employees and employers that are now using a work-from-home (WFH) delivery model is the...
May 5, 2021
The traditional focus of managing customer experience has always been the contact centre. This is understandable as the customer service process has...
April 28, 2021
Since the start of the Covid-19 pandemic I have been arguing that the widespread move by the Business Process Outsourcing (BPO) industry...
April 21, 2021
I recently gave a talk at the Contact Centre Leaders Convention titled Understanding the Customer of the Future. I set out to...
April 19, 2021
Nothing remains static. In life as well as business, the cliché holds. No matter the sector, the ability of an enterprise to pivot...
April 8, 2021
The 8th April saw Ryan Strategic Advisory along with the CX Outsoucers team and a great line-up of global thought leaders announcing...