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Find out why Bulgaria is on everybody’s lips when comes to sourcing high quality cost effective multi-lingual support within the European Union

What goes into partnering with an outsourced contact centre?

Even through these adverse times, the outsourcing industry in Ukraine has remained resilient and is still very much open for business – providing a lifeline to those who need it most.”

As contact centres roles are transitioned to relatively new offshore locations like South Africa, does this quiet ‘second wave of offshoring’ signal the end of the mainstream, volume UK outsourced contact centre market?

With roughly 70% of agents in the UK under 26, are we placing too much of an expectation on those young shoulders? And can empathy skills even be acquired in a short space of time rather than as part of a life long journey of experience and learning?

Ofgem has just finished a brief consultation period on its proposals to improve standards of customer service and experience for domestic customers. The new standards are set to go live at the end of the year and will create new challenges for energy firms – and fresh opportunities for technology and outsourced service providers.