Opinion
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1.6KRapid shift to homeworking must be done prudently
As outsourcers around the world cope with the onslaught of the coronavirus pandemic, many face the delicate balancing act of embracing home-working while preserving business continuity....
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2.6KCovid-19: What To Do Now And Planning For 2021
I received a message today from a European CEO that I work with and he just said: “…it’s crazy here!” That sums...
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3.0KStrategy and Robotic Process Automation – Time To Say Hello
Strategy is a much abused word in management, having a longer pedigree of hype than say… artificial intelligence. Strategy seeks to answer...
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2.5KReducing Poverty through Employment
What have you done today to reduce poverty? Perhaps it’s not a question that is frequently asked, but when you consider that...
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3.2K
Contact Centre outsourcers must address attrition meaningfully
Today’s customer experience environment demands delivery of the best possible outcomes to end-users, and this reality is not lost on executives in...
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2.4K
Strategic Steering Of Automation: A Total value of Ownership Framework
Investing in technology has always been problematic. In recent years, with digital technologies, organizations have tended not to fully investigate risk and...
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4.8K
Belarus drives IT services value
Technology is inherently democratic in nature. There are very few countries in which a person cannot take an interest in IT from...
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1.9KThe phone is dead; long live the phone.
By Dr Nicola Millard Principal innovation partner, BT All of these headlines appear with amazing regularity in the world of customer experience....
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1.8KShould Startups Be The Next Focus For CX Service Companies?
If you go back two decades the business press was constantly full of stories about outsourcing – offshoring in particular. Every management...
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4.5K
AMLO aside, Mexico retains significant nearshore BPO value
In the current global business environment, executives are feeling pressure to make decisions quickly, based on sensational headlines that may not tell...
