Outsourcing used to be a no-brainer for businesses. A sure-fire solution to cut costs and tap into global expertise, and boom – I’ve just outsourced my requirement. However, in today’s world, it’s a little more complicated. With everything from political shifts to new technologies and rising customer expectations, outsourcing decisions have become a much longer and more detailed affair.
When a topic comes up in conversation, I often find myself wanting to dig in deeper. When a topic comes up twice in quick succession, then why not get people together and have a chat around it for an article, as I did last week with Simon Kissane and Jonathan West?
Sometimes the most interesting things you can come across reading online aren’t so much the revelatory bombshells. Instead, they can be simple or elegant explanations of things you previously knew, but couldn’t articulate well.
What would an AI generated podcast about automation look like? We decided to investigate and to share our findings.
Customer and employee experience remain central to all things contact centre, even – or especially – when technology is evolving rapidly.