31 West
JUNE 24, 2018
IMPORTANCE OF CUSTOMER SERVICE. Have you ever asked yourself – What is the importance of customer service? Is it really that important? Does it have to be great? Isn’t good, good enough? Take a look back at your personal experience with companies, and you’ll agree with us that there have been only a few times that customer service was so great it made you feel like a special customer and not just another unresolved ticket.
Blue Ocean
JUNE 26, 2018
When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.
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Presidio
JUNE 4, 2018
As everyone in IT knows, the demands on the data center (DC) keep growing – and there doesn’t seem to be an end in sight. So, how can businesses manage this trend and turn it into a competitive advantage? First, let’s examine some of the drivers behind this explosion in data center demand: Expanding DC footprints – In recent years, data centers have grown from hundreds and thousands to tens of thousands of server workloads.
SourceFit
JUNE 27, 2018
Philippine BPO companies are expected to add 70,000 jobs and generate $1 billion in revenues in 2018 as the workforce acquires new skills to survive the shift towards artificial intelligence (AI), according to the Contact Center Association of the Philippines (CCAP). CCAP said the business process outsourcing (BPO) sector will expand by 7 to 9 percent this year, higher than the 6 to 7 growth forecast for the global outsourcing industry.
Advertiser: Paycor
In today’s fast-paced business world, effective workforce management (WFM) isn’t just an option—it’s a necessity.
Chazey Partners
JUNE 19, 2018
Chazey Partners, a global management consulting firm specializing in Shared Services, Business Transformation and Robotic Process Automation (RPA), was once again invited to chair and … Chazey Partners to Chair and Present at Shared Services & Outsourcing Week Europe Digital Conference 2018 Read More ». The post Chazey Partners to Chair and Present at Shared Services & Outsourcing Week Europe Digital Conference 2018 appeared first on Chazey Partners.
Magellan Solutions
JUNE 12, 2018
It is very seldom that people apply voluntarily for an insurance. Most of the time, insurance companies need to go where they are. For example, when Best Life Rates surveyed a number of Americans, the majority of the respondents did not consider insurance as a necessity. Only three percent said they do. The good thing is, American consumers are feeling less and less pressure when it comes to financial stability.
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Safeguard Global
JUNE 5, 2018
No company-wide change can happen without the buy-in of the right stakeholders – it’s the only way decisions get made. However, once you have committed to the decision to make a change, you can’t forget about them. Stakeholder engagement is critical to keeping a project moving and to make it a success. All too often we take the time to identify the project that is needed – whether to satisfy new goals and objectives or to solve an existing problem.
Future of Sourcing
JUNE 12, 2018
In the current marketplace, there is simply no way around a multishore contact center delivery model. The reality is that with unemployment rates in key demand markets at near-record lows, the ability to source qualified, motivated talent needs to be done both domestically and in overseas locales. This is a dynamic that may be the source of political dispute but for those on the front line of delivery, it is simply a fact of life.
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