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 […]
Gauteng BPO Promotion Initiative is a Boost to South African Outsourcing
The health of any industry is measured by how its players re-invent their value proposition for prospective buyers. In the case of South African BPO, Gauteng Province is leading the way in this regard. While always an active domestic contact center delivery location, for a long time South Africa’s most populous province has limited its […]
Outsourcers need to Carefully Position Front-Office RPA
To say that robotic process automation (RPA) has been the subject of heated debate among outsourcing stakeholders over the past year would be an understatement. Rarely does a contact center event occur in which this topic is not hotly contested (such as the one discussed last week), and the volume of editorial comment on it […]
Home Agent Outsourcing Must Focus on Value, Not Price
One of the most interesting things about contact center delivery over the past decade has been the shift in what enterprises look for when partnering with a vendor. And, with firms across verticals looking for a solution that reflects flexibility, higher-quality interactions and affordability, a good number continue to use home-based agents. However, there is […]