Customer
Contact
Insights

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.

A warm welcome to the newest member of the CCP Team, Harry Kitchen!

Why Albania remains one of the hottest outsourcing destinations across the whole of Europe (no heatwave required)

Is your business about to be caught in a ‘subscriptions trap’ of its own? The Digital Markets, Competition and Consumers Bill is now making its way through parliament with the UK government aiming to “stamp out unfair practices and promote competition in digital markets“

With the 3rd largest labour-force in Europe, Turkey has seen a rise of a young, highly-educated, multilingual workforce, who are driving the recent boom in outsourced services delivered out of Turkey.

Are traditional UK BPO’s currently walking along a precarious tight rope? Are some UK outsourcers struggling to regain their balance due to events over the past couple of years?

Will job cuts at the likes of BT and Vodafone clear the way for the adoption of artificial intelligence (AI) tools and techniques to enable these cuts?

What does this new Strategy mean for business and those of us involved in the management of contact centres?