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Outsource magazine: thought-leadership and outsourcing strategy | September 20, 2017

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Contact Centres

Sitel UK awarded a place on Government Procurement Services Framework

June 28, 2013 |

Sitel UK, experts in outsourced customer contact solutions, awarded a place on Government Procurement Services Framework

WATFORD, UK – 25th June 2013 – Sitel UK has been awarded a place on a new Government framework established to govern the … Read More

The difference between nearshore and offshore outsourcing

May 22, 2013 |

The advantages of outsourcing are well known to some industries who choose this as the best option for providing constant quality support to their clients.

There is however a difference between outsourcing software development to an offshore distant country … Read More

Sitel Success Stories: LOVEFiLM

April 19, 2013 |

Case study: LOVEFiLM uses Sitel’s Customer Service for a better customer experience.

View all of Sitel’s Success Story videos here

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Sitel Overview

April 18, 2013 |

With over 26 years of industry experience, Sitel has twice been ranked as the top overall call center outsourcing provider in Datamonitor’s annual Black Book of Outsourcing survey. Sitel’s 57,000 employees provide clients with predictable and measurable Return on … Read More

The Power of Two (Part 2)

July 2, 2012 |

This article originally appeared in Outsource Magazine Issue #28 Summer 2012

Both Anne Marie Forsyth and Sidney Yuen have devoted a big part of their careers to building up two of the leading industry associations for customer experience, as Chief … Read More

Empowerment

May 24, 2012 |

Sometimes, Big Brother really is watching you…

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Handle Time…

May 4, 2012 |

This week, the Sourcing Sage shines a humorous light on a practice which gives an entire industry a bad name…

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Call Britannia

April 5, 2012 |

This article originally appeared in Outsource Magazine Issue #27 Spring 2012

It’s a crucial part of the UK economy – but like that economy, the country’s customer contact space is facing an array of challenges. However, there are also some … Read More

SITEL Voice Architecture

February 8, 2012 |

SIP Voice Architecture: What is it? And how contact center operators can save money using it.

Download the SITEL Voice Architecture PDF here

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Social Media Customer Engagement

February 8, 2012 |

Strategic Planning Considerations For Contact Centre Organisations

Download the Social Media Customer Engagement PDF here

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Q&A: Anton Manley, HEROtsc

December 2, 2011 |

Earlier this year, HEROtsc’s Anton Manley was acclaimed as Senior Manager of the Year at the prestigious European Call Centre and Customer Service Awards, beating out over 100 candidates. We caught up with Anton to discover some of the secrets … Read More

Is the Australian call centre outsourcing industry dying?

October 26, 2011 |

Are high salary costs, low margins and technology making it too hard to be an independent provider?

The rhetorical question was posed by industry veteran Ian Aitchison CEO of COPC this week. Aitchison has been around the Australian call … Read More

Making Contact

September 28, 2011 |

This article originally appeared in Outsource Magazine Issue #25 Autumn 2011

The word “revolutionary” is bandied about extremely liberally, and frequently inappropriately, in business – but the impact of technology upon customer service over the last few decades certainly fits … Read More

Everything old is new again

September 22, 2011 |

The “invisible hand of the market” is the term economists use to describe the self-regulating nature of the marketplace. The invisible hand concept was created to explain the conjunction of the forces of self-interest, competition, and supply and demand. There … Read More

The Australian outsourcing journey

September 5, 2011 |

Outsourcing has evolved and seen a number of major changes over the last 15 years. For a long time the industry in Australia was battling negative perceptions because of a disproportionate level of scrutiny driven by accent-neutralisation challenges with outbound … Read More

Give me a home among the gum trees…

August 9, 2011 |

Give me a home among the gum trees With lots of plum trees A sheep or two, a k-kangaroo A clothesline out the back, Verandah out the front And an old rocking chair… – Wally Johnson and … Read More