Outsourcers Need to Be Ready for More Demanding Clients
Canadian film legend and burgeoning wine mogul Dan Aykroyd said it best when addressing the demands of private sector executives – they expect results. While this can be applied in equal measure to government organizations, the reality for today’s outsourcing players is that the ability to satisfy the needs of clients across verticals is only […]
TELUS International Makes a Bold Move with Plan to Buy Competence Call Center
Acquisition activity remains robust at the end of 2019, with outsourcers more focused than ever on driving presence in this competitive marketplace. This was evidenced most recently by way of TELUS International announcing plans to acquire Competence Call Center, subject to regulatory approvals. With this transaction, expected to close in early 2020, TELUS International will […]
Independent Industry Associations Vital for BPO Success
No one knows an industry better than the players involved in its ecosystem. That is just a fact of life. In the current contact center services space, this comprises various elements across the customer experience value chain, with each component contributing to the success of the others. When combined into a group that works collectively, […]
BPO Players Must Drive BPO Investment Strategies, Not Government
Let there be no mistake – the offshore and nearshore outsourcing game is highly competitive. What it takes to win is innovation, agility, and a profound understanding of what is occuring on the ground. In this sense, the most successful locations that have managed to court new investment are those in which providers and industry […]
Impact Sourcing is Essential for Front-Office BPOs
The outsourcing industry owes its existence to providers constantly striving to innovate around service delivery. However, in order to sustain itself, new approaches that marry the benefits of efficient end-user management and corporate social responsibility in the form of impact sourcing will be a major element to the future of front-office BPO. To date, this […]
Outsourcers Must be Ready to Stand Out in a Crowded Market
Businesses need to stand out from the competition. And while this is somewhat of an obvious statement – the mantra has been a mainstay of first-year marketing courses the world over for decades now – what is becoming more apparent than ever is that companies cannot afford to be complacent with their offerings or messaging. […]
Are BPOs Ready for a Recession?
The economic cycle dictates economies that perform well will eventually slow down. With so many demand markets having experienced significant expansion of late, it is no surprise that some economic forecasters now anticipate at least a mild contraction in growth in 2019. Should this occur, outsourcers must ask: How do we remain relevant? This is […]
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 BPO Consolidation Leaves Little Margin for Buying Errors
Francis Ford Coppola’s epic film The Godfather is a trove of great scenes, and one is especially applicable in the current consolidation-driven contact center services market. As Michael Corleone and Peter Clemenza discussed, there’s a shakeout among families every five to ten years. To draw a loose parallel between cinema and reality, in front office […]
Outsourcers Need to Reboot Front-Office BPO Positioning
There will always be prospective clients who simply do not wish to buy a particular product or service. In the outsourcing industry, this has never been more pronounced; enterprise contact center decision-makers are encountering stiff resistance with regard to third-party delivery. This raises the matter of how contact center services’ providers can reboot the manner […]