Contact CentresCost to serveOutsourcingPeak demand Peak demand handling – the role of voice As we welcome those warmer days, it also a signal to many businesses to begin…David Taylor31 May 2023
Contact CentresFraud The Government’s New Anti-Fraud Strategy The UK new anti-fraud strategy looks to ban (a) ban the cold calling of financial…David Taylor22 May 2023
Contact CentresMoroccoOutsourcing Location watch: Morocco However, as I’ve learned over the past 12 months, Morocco has become a fantastic outsourcing…Jonathan Billing24 April 2023
BPOContact CentresMergers and acquisitions Global BPO market consolidation In late March Concentrix made the surprising (but far from shocking) announcement that it was purchasing…Jonathan Billing18 April 2023
AIChatGPTContact Centrescustomer serviceCX Contact Centres & ChatGPT If you haven’t heard of ChatGPT, I suggest you read Dave’s article from January’s newsletter or do…Michelle Village21 March 2023
Contact CentresCost to serveInflation Inflation, inflation, inflation The impact of inflation has been no different for the outsourcing industry, affecting centres and…Michelle Village8 March 2023
Contact Centrescustomer serviceEmployeesLanguageworkplace What’s in a name? So, what’s in a name? At times, quite a lot! When we name things –…Michelle Village16 February 2023
B2BBusinessContact CentresOutsourcingTelemarketing Simplified choices Recent years have been turbulent. Several “black swan events” arrived en-masse and continue to impact lives…Michelle Village14 February 2023
Contact Centrescustomer serviceCXSuper AgentsTechnology The rise of the ‘Super Agent’! Over the past few years, we have heard the term ‘Super Agent’ increasingly mentioned. With…Michelle Village31 January 2023
Contact Centrescustomer serviceincivilityWellbeingworkplace Workplace incivility One of the biggest contact centre challenges of 2022 is still with us - the…Michelle Village24 January 2023
Contact Centrescustomer servicemulti-channelTechnology Are you multi-channel or multi-silo? Often people talk about multi-channel and digital customer service as some elixir that will solve…Michelle Village17 January 2023
AIChatGPTContact Centrescustomer service ChatGPT One of those recent finds was that of ChatGPT. A curious sounding name that had…Michelle Village11 January 2023
Contact Centrescustomer serviceGamingOutsourcing Gaming customer services The game itself is simple yet so addictive, becoming a popular hit with gamers world-wide…Michelle Village3 January 2023
C&CC ExpoContact CentresCXTechnology Call & Contact Centre Expo 2022 As the east wind blows in the first of the winter frosts, it’s a warming…Michelle Village13 December 2022
Contact CentresInformation as a serviceInternetTechnology Information as a service: a chance to reflect On the 2nd Nov 1992, I hung up my sailing gear and joined The Decisions…Michelle Village28 November 2022
AutomationBotsContact Centres Is it time to “move more slowly and maintain things”? Mark Zuckerberg’s old motto “move fast and break things” has been held up for years…Michelle Village15 November 2022