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

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IVR

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 Right Time is Now!

January 2, 2014 |

In November, Outsource hosted a breakfast roundtable debate, in partnership with customer engagement solutions provider Rapide, looking at the challenge of “improving business processes in real time”. Presented by Outsource editor Jamie Liddell and Rapide’s Client Services Director Mike McMaster, … Read More

Call Me Maybe?

October 4, 2012 |

This article originally appeared in Outsource Magazine Issue #29 Autumn 2012

 

In many ways these are great times for the customer contact business, with new technology providing hitherto-unthinkable opportunities for smarter and more effective contact; new delivery locations emerging … Read More

The Future of BPO

October 4, 2012 |

This article originally appeared in Outsource Magazine Issue #29 Autumn 2012

In the 19th century, “…most large households had a still room for distilling spirits and here were brewed an exhaustive repertoire of items: inks, weedkillers, soap, toothpaste, candles, waxes, … Read More

The Power of Behavioural Economics

April 5, 2012 |

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

From the shop checkout assistant who wishes you a good day whilst looking right into your eyes, to the online support that informs you “55 per cent of customers … 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

Wouldn’t you increase your talk time with your customers, if you could?

May 18, 2011 |

Problem

First off, we need to be honest with ourselves.  Today’s business requires support and customer service to our clients.  Based on today’s economy, technologies and processes, most of us find that customer touch must be reduced.  Average Handle Time … Read More

The Future is Now

April 6, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011

Virtual Assistance and Artificial Intelligence are here for customer service and sales – so what does this mean for the CRM space?

What is happening to advance the relationship … Read More

A perfect storm is coming for call centres

March 8, 2011 |

Today, call and contact centres are operated at high efficiency standards.  That’s due to high costs in labour, brick and mortar and technology.  We manage them with service level agreements (SLAs), metrics and to a given budget.  No surprise there.  … Read More

The Next Big Thing to hit call/contact centres and customer service

November 2, 2010 |

Predictions

Over the next five years the call/contact centre industry will undergo enormous change. Consumer and business customers will no longer have to deal with accent problems and call queue waiting.  The cost of customer service, technical support, telesales and … Read More

Q&A: Don Peppers, Peppers & Rogers

August 1, 2010 |

Don Peppers is one of the world’s foremost authorities on customer-focused relationship management. With his business partner Martha Rogers, he is the author of several game-changing books on relationship management and the customer experience; Outsource caught up with Don to get … Read More