2021’s Best in CX BPO Analysis
By Sean Goforth With dashed expectations of a return to normal life, the second year of COVID-19 has been a deadly and frustrating staccato of starts and stops. The silver lining, as it were, is that many continue to enjoy work-from-home. But also, it has proven a banner year for shrewd analysis of the BPO […]
Automation Must Keep Pace with CX Business Continuity Needs
Automation technology has certainly improved peoples’ daily lives in recent decades. This applies equally in the domain of CX, where both captive and outsourced operators use these offerings in a wide variety of applications to facilitate customer management. However, as more organizations embark on digitally-driven CX strategies, automated solutions must be as watertight as possible. […]
Ryan Strategic Advisory Publishes White Paper With HGS
Ryan Strategic Advisory is pleased to announce that it has recently published a white paper in conjunction with HGS titled Leveraging Bot Technology to Enhance the Customer Experience. This document summarizes the key take aways from the HGS round table on automation solutions that was held recently in Ascot, comprising some of the most important […]
Let’s be Frank – Contact Center Jobs Are Not Going Away
It would be hard not to see the fundamental shifts occurring in the customer experience management realm. The old ways of doing business even five years ago are being thrown out in favor of new, more streamlined processes, many powered by automation. This is simply a reflection of today’s society, one in which technology is […]
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 […]
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 […]
Creativity Essential for Outsourcers in Face of UK Consumer Slowdown
One thing that BPO executives understand is that strong economic activity is the catalyst of expanded market share. After all, when consumers buy more products and services there is a greater need for third parties to ensure top-flight end-user care. However, the true test for outsourcers comes when there is uncertainty on the horizon and […]
STARTEK Outlines a Clear Front-Office BPO Vision
To say that competition is intense in customer experience management today would be an understatement. The ability to differentiate in what many see as a commoditized sector is a challenge. But, U.S.-based provider STARTEK has ambitions to present itself as a disruptor in the contact center services sphere, leveraging what is already working well for […]