5 Key CX Pandemic Observations 1 Year Later
Popular media is awash with recaps of the past 12 months and the impact that the pandemic has had on all aspects of society. While such coverage can be grim it is inevitable, and it also opens the way for discussion of the primary impacts of the past year on the customer management sector. One […]
5th Talent Work-at-Home Study Key Reading for Front-Office BPOs
The past four months have been surreal for customer experience professionals, with confusion and upheaval looming large for outsourcers. It is in this vein that upstart consultancy 5th Talent recently published a study on trends in work-at-home agent management. Broadly speaking, the research points to a preference among front-line employees for more flexibility when it […]
IPAs Need to Map Out a Post-COVID19 BPO Strategy
Since the onset of COVID-19, front-office BPO providers have had to rethink how they do business. And fast. In short order, executive teams have made decisions that take into account operational restrictions mandated by local authorities, alongside the evolving needs of their clients. Now, as developed and developing economies begin returning to business-as-usual, investment promotion […]
Rapid Shift to Home-Working Must be Done Prudently
As outsourcers around the world cope with the onslaught of the coronavirus pandemic, many face the delicate balancing act of embracing home-working while preserving business continuity. The decision to virtualize as much of a contact center’s workforce as possible simply makes sense, both from the standpoint of seamless customer experience delivery and for the sake […]