Opinion
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2.7KWhat’s the Difference Between a Call Centre and a Contact Centre?
November 17, 2020
Customer needs and touchpoints are increasingly complex. To thrive, brands must adopt the channels their customers actively use and go above and...
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2.6KLeveraging Diversity for Success : Just don’t make it a slogan
October 20, 2020
If the Covid-19 pandemic was not the front-page news story, issues of diversity, inclusion and empowerment would be receiving more attention. After...
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2.6KABBYY Digital Intelligence selected by Paragon Customer Communications to drive digital transformation
October 14, 2020
ABBYY, a digital intelligence company, has announced a collaboration with Paragon Customer Communications – the leading provider of insightful customer communications solutions...
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2.8KHow to Nail your Black Friday CX Strategy
October 9, 2020
As COVID-19 continues to impact the economy and shoppers behaviour, Black Friday is set to be unlike any we’ve ever had. The...
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2.3KBPO’s muct attack e-commerce CX opportunity
October 7, 2020
There comes a time in every industry’s existence where it becomes so large and unwieldy that it splits off into subsections. This...
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4.6KABCs of RFX Bidding Methods: Which Ones are Right for You?
October 6, 2020
Each day, companies employ well-known, standard competitive bidding methods to choose their suppliers. The most common is the Request for Proposal (RFP)....
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Vodafone embeds purpose commitments in its supply chain
October 1, 2020
20% of supplier selection criteria now based on commitments to diversity and the environment Vodafone Group will evaluate suppliers on their commitments...
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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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4.3KHow Has The Pandemic Affected Contact Centres In The Philippines?
September 30, 2020
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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2.5KCloud Strategies – why they are today’s unsung hero
September 23, 2020
The crisis has been a test like no other of the ability of organisations to scale on-line transactions dramatically, securely, and reliably...
