-
Downloads
Global CX blockchain report uncovers key CX and contact centre trends across different verticals
A global CX Blockchain Market Intelligence Report commissioned by The CX Blockchain Institute and compiled by specialist research firm Knowledge Executive, takes...
-
7.2KOpinionBelize carving out a nearshore English Niche
The offshore delivery market is in the throes of disruption. Enterprises are pressuring their BPO partners to find locations that include not...
-
5.5KOpinionTen years gone: Remembering a blinkered BPO backlash
The United States economy continues to chug along, and unemployment is at the lowest rate it’s been in half a century. When...
-
2.9KPodcastCX Files: Data Security And CX – How Do You Keep Customer Data Safe?
Peter Zaitsev is the founder and CEO of Percona, based in North Carolina in the US. Percona designs, supports, and advises on...
-
4.3KOpinionComputer says yes: Why automation will make contact centres more ‘human’
BPOs are in the human workforce management business. You may bill against your agents’ time, but what you’re really selling is people...
-
2.7KPodcast
Global CX Benchmarking Research
Robert Allman is the Group Senior Vice President for Customer Experience at Dimension Data. Based in Johannesburg, South Africa, Dimension Data operates all...
-
5.1KOpinion‘Robot’ Mania: Holding Back The Automation Industry?
“When I use a word,’ Humpty Dumpty said in rather a scornful tone, ‘it means just what I choose it to mean...
-
4.8KDownloadsThe RPO Market Is Dynamic … and So Is Pricing
The Recruitment Process Outsourcing (RPO) market is rocking, with a vibrant service provider landscape, an enviable number of successful use cases, and...
-
4.8KDownloads
COLA: Don’t be caught without it
Over the term of an outsourced contract, the service provider could incur changes in the delivery cost, most often as a result...
-
8.6KOpinion
Caribbean BPO must define itself at Montego Bay conference
Currently, there is no shortage of prospective delivery points that are positioning themselves as logical spots for offshoring. This must be top...
