Opinion
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4.7KBPO: Working from home could reduce your attrition by at least 30% – That’s millions of dollars per year
June 23, 2021
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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2.6KThe challenges facing automotive brands in the post-pandemic 2020s
June 8, 2021
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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1.9KWFH: Securing The Future For Your Organization
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...
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2.1KOutside In – ‘Anything as a Service’ Includes CX And Cars!
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...
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1.8KA focus on Work-Life-Balance must be an integral part of the new normal
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...
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2.4KCX As A Service (CXaaS) Embraces the Opportunities Offered in the Cloud
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...
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2.2K
Is the traditional high-volume BPO model dead?
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...
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1.7KIs MPS undermining your understanding of the future customer?
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...
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1.7KLessons for BPO’S from ‘The Last Blockbuster’.
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...
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2.3KSouth Africa awarded Top 2021 most favored Global Offshore CX Delivery Location
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...
