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Outsource magazine: thought-leadership and outsourcing strategy | June 26, 2017

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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 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

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

TOP TEN: Outsourcing Acronyms

September 5, 2016 |

Many, many moons ago we put out a call for outsourcing acronyms, humorous or otherwise, for a future Top Ten feature – and then, as submissions completely failed to flood in, we pretty much forgot about it and moved on. Until … Read More

US candidates return to familiar outsourcing arguments

September 2, 2016 |

For as long as I can remember, arguments about outsourcing have played a part in the US election cycle. In the final stages of the presidential election the two candidates will make promises they can’t keep and declarations about how … Read More

oNexus Founder Interview: Tony Strong, Parseq

August 30, 2016 |

Tony Strong is the CEO of UK-based multi-channel service provider Parseq. Way back when we launched our oNexus platform, Parseq were one of the founding oNexus partners and we were promised an interview with Tony – and now our paths … Read More

Go digital to build customer trust

August 19, 2016 |

Consumers are becoming both more loyal and trusting of their banks and insurers according to a survey of 3,000 consumers in Germany, Spain and the UK. The research, titled Youbiquity Finance 3, is the latest in the BT- and Avaya-supported … 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

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

Q&A: Jonathan Crane, IPsoft (Part 2)

June 19, 2015 | 3

We continue our wide-ranging discussion with Jonathan Crane, Chief Commercial Officer at IPsoft, about automation, cognitive capabilities, his organisation’s groundbreaking Amelia product, and the impact of all this upon today’s outsourcing space and the broader business environment… To read Part … 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

Parseq acquisition generates 150 new roles in Sunderland

November 10, 2014 |

Parseq has moved a step closer to its £100m turnover goal with the creation of 150 new customer service roles in Sunderland following the acquisition of 2Touch in the City in May this year.

The expansion by the leading … Read More