AlbaniaContact CentresMulti-lingualOutsourcing Location watch: Albania If you ever find yourself waking on the streets of beautiful Tirana (Albania’s capital), you…David Taylor25 July 2023
Contact CentresInsuranceOutsourcingTechnology Navigating the uncertainty in Insurance Article 1 of 3 From the ancient maritime trade routes to bustling modern cities, the…David Taylor19 July 2023
Contact CentresCrisis ResponseData BreachOutsourcing Why consumers need to be at the heart of your crisis response plan Emotional and financial impacts Think about the stress of discovering that your confidential data, for…David Taylor14 July 2023
AutomationContact CentresIVROutsourcingTechnology The future of IVR as we know it … The automation of customer interactions is as lively a conversation now amongst the CX and…David Taylor9 July 2023
Contact CentresLawOutsourcingSubscriptions Digital Markets, Competition and Consumers Bill If you offer your UK customers subscriptions for goods or services then there are significant…David Taylor29 June 2023
Contact CentresMulti-lingualOutsourcingTurkey Location watch: Turkey Turkey, once the mighty Ottoman Empire, is known for many things. From shopping in the…David Taylor12 June 2023
BPOContact CentresOutsourcing The precarious tight rope of the traditional UK BPO Competition abroad, unforeseen challenges and diversification, it's a difficult tight rope to walk for UK…David Taylor7 June 2023
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…David Taylor24 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…David Taylor18 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…David Taylor21 March 2023
Contact CentresCost to serveInflation Inflation, inflation, inflation The impact of inflation has been no different for the outsourcing industry, affecting centres and…David Taylor8 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 –…David Taylor16 February 2023
B2BBusinessContact CentresOutsourcingTelemarketing Simplified choices Recent years have been turbulent. Several “black swan events” arrived en-masse and continue to impact lives…David Taylor14 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…David Taylor31 January 2023