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Category: Contact Center and Omni-Channel
Concentrix doubles down on Webhelp to dominate traditional call center… despite autonomous CX changing the narrative
With Concentrix's mammoth acquisition of Webhelp, has the $125 billion world of call centers really become so dull that the only thing left to talk about is who’s the biggest?Traditional call center services are extremely ripe for disruption, with huge costs to be saved with the smart deployment of autonomous technologies. There are ample opportunities for tech-capable service providers to attack the CX space with digital offerings that are not dependent on voice-based butts-on-seats. So where's the real value in this 'traditional' acquisition for Concentrrix?Read More
The 9-to-5 job is officially dead… Work-from-Anywhere becomes our new reality
OneOffice is the mindset to put real digital transformation into action, and there has never been a burning platform like the Work-From-Anywhere (WFA) revolution to force this changeRead More
Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations
Enterprises must navigate the changing of the guard for intelligent customer experience servicesRead More
Concentrix gets up close and personal with Teleperformance with its Convergys acquisition
Just a couple of weeks after Teleperformance splashed $1 billion in Intelent we finally see Convergys gobbled upRead More
Ramyam and Arvato – Raving Fans or Raving Mad?
Arvato just announced its acquisition of Bangalore-based Ramyam Innovation Lab, whose stated mantra is to make customers “raving fans” by enabling contact center staff to have valuable customer information at their fingertips.Read More
Has the WAHA Security Conundrum Been Cracked?
The Work At Home Agent (WAHA) model of contact center outsourcing is increasing in adoption.Read More
The Digital Shopper Will Define the Future of Retail
How Retail Operations are Moving toward OneOfficeRead More
Life Fitness Finds “Smart” Translation on Demand with Lionbridge
Meeting the Marketer’s Need for Speed and SimplicityRead More
A glimpse into the contact center of the future: the digitally enabled contact center
A glimpse into the contact center of the future: the digitally enabled contact centerRead More
Lisbon, Then and Now with Teleperformance
Thoughts from a return visit to the CX Lab and multi-lingual hubRead More
