CX Hybrid Model Demands Balance and Flexibility from BPOs
Predictions rely on data and anecdotal evidence. The art of prognostication is sophistry that has been mastered by few individuals, with the most successful being those who are constantly amending their forecasts to incorporate new information. Now, as a post-vaccine world approaches, more BPO CX decision-makers are struggling to figure out what a hybrid delivery […]
Work-at-home Well-being Should be Front of Mind for BPOs
Over the past six months, decision-makers have learned that remote working drives solid business benefits. These should not be underestimated. Through the pandemic, remote work has helped many organizations stave off significant operational disruptions in customer experience management. However, the impact that this business model can have on those who are not used to the […]
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 […]
Ryan Strategic Advisory Publishes White Paper With ATAC
Ryan Strategic Advisory is pleased to announce that it has published a thought-leadership white paper with home-based agent outsourcing provider ATAC. This document highlights the importance of business contingency planning and the role that work-at-home customer experience delivery plays in this process. Key elements that are discussed in this white paper include the the growing […]
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 […]
Coronavirus pandemic beckons BPO Contingency Planning
As the planet shakes amid the onset of the swift spreading coronavirus, no sector of the economy is immune. In the outsourced contact center space, providers across the globe are aiming to shore up their clients’ customer experience needs while at the same time maintaining maximum compliance within their own operations. The key to this […]
European Home-Agent Dynamic Begins to Take Shape
The adoption of home-based agents has been a very US-centric contact center phenomenon. This is a business model that has proven effective in driving strong levels of customer experience for enterprises across sectors. But, despite a solid track record, it has been slow to spread in Europe. However, the tide may be shifting, as front-office […]