Recent Elections Could Reshape Nearshore CX
When it comes business continuity, today’s geo-political dynamics are keeping things interesting. In this context, recent elections have the potential to change customer management in the European and American nearshores. With voters expressing a will for change in crucial delivery markets, this may provide outsourcers and their clients with re-emerging alternatives; in others, it could […]
Hurricane Isaias Highlights Need for BPO Business Continuity Planning
When asked about what was most likely to knock a government off course, former UK Prime Minister Harold McMillan said it best. His response: ‘events’. This applies equally to the business world, and outsourced customer experience management is no exception. Over the past several months, Covid-19 has disrupted contact center operations across the globe in […]
Rethinking Offshoring Essential for BPOs Moving Forward
Moving into the second half of 2020, everything is on the table in terms of how outsourcers approach front-line delivery. Industry watchers have made many forecasts of what BPO will look like when the pandemic is over, and one element that needs to be considered in the mix it is the evolving place of offshoring. […]