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Outsource magazine: thought-leadership and outsourcing strategy | June 23, 2017

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Contact centre

Come see us again: why customer service matters in healthcare

May 2, 2017 |

The notion of healthcare quality being measured only based on the level of medical care given to patients is on its way to a complete disappearance. From our position in the healthcare contact centre space, we have been witnessing more … Read More

The tip of the infosec iceberg?

March 20, 2017 |

Recent stories by, amongst others, the BBC detailing large, well-organised and presumably very profitable scamming organisations targeting UK TalkTalk customers have hardly helped the already-lowly reputation of offshore contact centres – but may unfortunately be only the tip of a … Read More

The future of outsourcing: through 2017 and beyond

February 6, 2017 |

This year will see the BPO industry transform itself in a multitude of ways, meaning that businesses must adapt or face the prospect of falling behind their competitors. With a month of 2017 already behind us, what can we expect … Read More

Why South Africa can capitalise on Brexit

December 2, 2016 |

Recently I attended the Brexit & Global Expansion Summit in London, an event that brought together politicians, businesses and investors for discussions on the investment implications of Britain’s tectonic decision to leave the EU.

One of the sectors we discussed in … Read More

Is the Philippines’ political unrest an opportunity for other BPO markets?

October 31, 2016 |

I visited Cape Town and Durban recently as a guest of BPESA (Business Process Enabling South Africa) and attended the South Africa BPM Summit 2016. The summit featured local business leaders, industry influencers, and politicians eager to create jobs in … Read More

Driving outsourcing along the customer journey

July 29, 2016 |

Outsourcing has come a long way. I can remember publishing my first book in 2004 and still needing to explain the benefits to sceptical executives. This is not so common now that outsourcing has become an accepted part of boardroom … Read More

Cloud delivery options for call centres: understanding their business implications

May 9, 2016 |

Forty-seven years ago, J.C.R. Licklider had a vision that the entire world could be connected through an “intergalactic computer network”, allowing users to access programs and data from any site, from anywhere and at any time. Today, this vision has … Read More

Right place, right time: the growth of the cloud contact centre market

April 1, 2016 |

Cloud-based contact centres have taken off in a big way. With business process outsourcers (BPOs) needing flexibility and scalability to respond quickly to changing conditions, the cloud is best placed to enable these desires.

The latest research from the Cloud … Read More

Parseq to create 700 jobs in Sunderland after multi-million-pound boost from new contracts

March 9, 2016 |

Parseq is set for further expansion in Sunderland following a multi-million pound increase in business from contract wins which will see the firm create more than 700 new jobs.

The firm, which operates from Doxford International Business Park, has … Read More

Nearshoring in Europe to increase customer experience

January 28, 2016 |

There is a significant shift in customer experience management in Europe as more brands shun traditional offshoring destinations in favour of customer contact centres closer to their customers. In an increasingly competitive global market, organisations are seeking to boost revenue … Read More

The DIY desire: addressing customer self-service

January 14, 2016 |

Sparked by the internet and accelerated by the spread of smart devices, consumers are more and more motivated to gather information online themselves when solving problems with a product or service. This has led to a new situation for customer … Read More

The secrets of high-performing call centre teams (Part 2)

August 5, 2015 | 1

To read the first part of this article, click here.

2) Learning-Style Coaching

Coaching members of staff can easily solve these problems. Learning-style coaching is an amazing way to tap into a person’s full potential. Your learning styles have more … Read More

The secrets of high-performing call centre teams (Part 1)

August 3, 2015 | 1

Are your employees, at all role levels, performing to their highest limits possible? I know your answer is a certain “yes”.

On the rare occasions they are not, how comfortable are you as a manager in supporting your employees to … Read More

Is multichannel failing customers?

May 19, 2015 |

The contact centre industry has been talking about the benefits of integrated communications for years. Multichannel and omni-channel have become the latest industry buzzwords and it seems that organisations are bombarded with the message that all they have to do … Read More

Communicate with your end-users through more than one channel

January 29, 2015 |

 

Nowadays, the pace of change is highly accelerated and all companies are challenged to find new channels to communicate effectively with their customers. This is also a challenge for providers, who need to be able to adapt to … Read More

Business process outsourcing provider Sitel opens another call centre in Bulgaria

November 6, 2014 |

 

Sitel, a leading global provider of customer support services, will open its second Bulgarian location in Varna. From Varna the company will provide German-speaking customer service for a well-known company in the telecommunications sector from February 2015 onwards. … Read More