Opinion
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New contractual challenges for ICT contracts in Financial Services
Many readers of my posts will have come across the more specific contractual requirements of the EBA Guidelines on Outsourcing, which kick in...
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3.0KHow Has The Pandemic Affected Contact Centres In The Philippines?
Contact centres generate around $25 billion in annual revenue in the Philippines, which is about 10% of the entire national economy, employing...
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1.7KCloud Strategies – why they are today’s unsung hero
The crisis has been a test like no other of the ability of organisations to scale on-line transactions dramatically, securely, and reliably...
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2.2KWill BPOs Embrace Transparency And Learning In The New Normal?
When this pandemic started about half a year ago (feels like half a century) it was still quite rare for contact centre...
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1.9KHow intelligent (and integrated) automation can build resilience in the new normal
It is not a coincidence that in a year of heavily disrupted markets, intelligent automation (IA) has made a leap forward in...
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1.8KWork At Home well-being should be front of mind for BPO’S
Over the past six months, decision-makers have learned that remote working drives solid business benefits. These should not be underestimated. Through the...
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2.5K
Is The CX Industry Leading Others To The New Normal?
Change is difficult. We all know that. There is an entire field of psychology devoted to studying organisations and how change can...
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2.1KIs your team feeling isolated or lonely while working at home? Guess what, they’re not alone.
As we progress through the recent pandemic, conversations seem to be gravitating from “working at home is going wonderfully,” to “it’s not...
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CXTech adds GigCX to the mainstream
Article by Alistair Niederer, CEO Ember Group North America CXTech defines the wide and mature use of technology to assist in customer experience...
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2.1KBeyond COVID-19: How to Get the Most out of Distributed Workforces
Contact centres and other types of businesses are adapting to a new reality where a large proportion of employees are working from...
