iQor Charts Bold CX Path During 2025 Analyst Day
Let it never be said that originality is dead in customer management outsourcing. Sadly, over the past few years, attempts to stand out from the crowd have been less evident, given the follow-the-leader bandwagon jumping of which so many outsourcers have been guilty, evidenced by a plethora lame attempts to rebrand themselves as ‘AI providers’. […]
Top CX Predictions for 2025
It’s that time of year again, the one in which customer experience observers the world over lay out their predictions around what the CX market has in store for the coming 12 months. Not to be left out of this cavalcade of crystal balls, in full Zoltar mode, Ryan Strategic Advisory provides its take on […]
Spotify Wrapped Highlights Importance of Consumer Insight
An organization’s ability to know its consumers is no longer a pie-in-the-sky concept. Today, this is an achievable objective and one for which every enterprise CX manager should aim. However, the sad reality is that many face resource limitations that restrict their capacity to make the investments to obtain the needed tools and expertise to […]
Retail is Changing and Front-Office BPO Needs to be Ready
Change is a constant in life, and resistance is futile. This is certainly the case in the domain of commercial enterprise. With the advent of so many technological developments the past two decades, every sector has been forced to evolve to adapting consumer patterns. This has been pronounced in retail, where long-established players are facing […]
CxOutsourcers 2019 Drives Front-Office BPO Excellence
Without a doubt, one of the most important issues that contact center outsourcing executives face in strategic decision-making is how best to turn problems into opportunity. There are a number of ways that this can be addressed, but experienced players understand that engaging with experts in a neutral forum is one of the most efficient […]
Front-Office BPOs Must Be Wary of ‘Cool Technology’
The successful delivery of contact center services relies on the provision of quality customer experience and application of the right technological solutions. So it is clear that finding ways to interface both agents and end-users with technology that can facilitate a strong interaction goes far in driving customer loyalty. Many outsourcers already realize that finding […]
Honeybee Aims to Augment Contact Center Revenue Generation
Any contact center professional knows the perils of staying stuck in the ways of the past. To simply silo customer care, technical support, and outbound sales is outmoded. In today’s environment, it is essential that contact center agents have the ability to drive revenue wherever possible, leveraging agents that are empowered to do so with […]
Restaurant Sector is a Compelling BPO Opportunity
For BPO providers, finding new sector niches is rare. Over the past decade, so many verticals have been prospected that there are not many left to tap. However, some emerging trends show that the restaurant component of the hospitality industry may be just the opportunity that so many BPO executives have been looking for. With […]
Happy 25th Birthday, Text Messaging!
In the wake of upheavals in global affairs last week, an anniversary of sorts went largely unnoticed. However, savvy contact center players will have noted the quarter-century milestone of the humble SMS message. Notwithstanding the legacy of text technology globally, it is safe to say that this text messaging still poses challenges for many firms […]
Analytics Should be at the Heart of any Front-Office BPO Offering
Contact center services are not insulated from flash-in-the-pan fads. Clichés aside, there are also some solutions that have proven their usefulness through the years as part of a broader BPO value proposition, none more so than analytics. The opportunity to assist clients in enhancing their knowledge of consumers has never been more vital for companies […]