To achieve a competitive edge, client firms have intensified their search for sources of innovation. Recent years have seen client firms trying...
Think about the costs involved in running a contact centre. You have all that physical infrastructure to manage – the building itself,...
Apple has been forced to delay the launch of their latest iPhone because there is a global shortage of silicon chips –...
Earlier this week I interviewed Michele Rowan from the WFH Alliance in the US. As a trade body that focuses on best...
This is an extract from my new book ‘WFH: Securing The Future For Your Organization.’ The book was published at the end...
I was a guest on the CX Files podcast a couple of weeks ago. The theme was around the transition from outsourcing...
One of the benefits mentioned most often by employees and employers that are now using a work-from-home (WFH) delivery model is the...
The traditional focus of managing customer experience has always been the contact centre. This is understandable as the customer service process has...
Since the start of the Covid-19 pandemic I have been arguing that the widespread move by the Business Process Outsourcing (BPO) industry...
I recently gave a talk at the Contact Centre Leaders Convention titled Understanding the Customer of the Future. I set out to...