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.
While your business and contact centre may be unique, core industry issues tend to repeat themselves. It’s crucial to have your finger on the pulse of common contact centre problems to solve them effectively.
With automation and AI high on the agenda, are we missing a trick by striving for customers to self-serve? We examine whether we might be throwing away valuable opportunities to engage with customers and identify other value add or sales opportunities.
Dive into the latest Location Watch article, on Pakistan, penned by our friends Jawad Farooq and Elaine Seculer at Taskaler who give their boots on the ground view on why you should consider Pakistan as your next outsourcing destination of choice.
Can AI and automation really help you manage vulnerable customers
(and their data)?
Steve Sullivan, Performance Solutions Director and Nev Doughty, Partnerships & Growth Director reflect on our recent event.
Communicating with and managing customers may have never been more critical, manufacturers changing how they do this could realise significant benefits across their business.
Contact centres are challenging environments and those who suggest all the work they do can be automated are failing to see this complexity.