Back-to-Office Mandate a Challenge for BPOs in 2026
For all intents and purposes, the days of remote work as the norm for contact center management (or any other sector for that matter) are a thing of the past. In 2026, leaders across organizations appear more intent than ever to centralize all aspects of operations in-office, and this is filtering down to management of […]
BPOs Need to be Flexible in Hybrid CX Delivery
Hopefully, we are nearing the long-awaited return to normal. Or, is it the ‘new normal’? Certainly, airports are filling up with travelers (just look at Cardiff), leisure activities are coming back on stream, and there is a general sense that society has moved on from the pandemic. In the domain of CX delivery, however, customer […]
Driving Offshore Opportunities for Smaller Outsourcers a Good Commercial Model
The modus operandi of any BPO vendor has long been the provision of services done at a more affordable rate than could be done in-house. However, in an age where efficiencies are paramount, outsourcers face significant pressures in driving internal savings. This challenge is especially daunting for smaller players as they seek to expand their […]