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Category: Contact Center and Omni-Channel
Whoever said the omnichannel was a myth?
At least they responded...Read More
Translation Service LanguageLine Accents the Teleperformance Portfolio
Translation service fits well into a comprehensive talent strategyRead More
Retailers Need a Digital Architect to Save their Legacies
Walmart/ Jet.com Signals Major Business Model Changes for RetailersRead More
Petco Makes Plans to Unleash the Promise of Digital Customer Experience
Planning for the future of CX involves a changing nature of service provider relationshipsRead More
Employees are Customers too – Enterprises must channel their “inner” Omnichannel
In a recent podcast about omnichannel, an interesting spin on the topic came up. As posed by my colleague Fred McClimans: “Omnichannel applies to the internal business/partner operations just as much as the consumer side of the market - why isn't this given enough attention? Or is it?”Read More
Concentrix bets on scale (and skill) with Minacs acquisition
Concentrix is moving up the value chain while adding major scale to its operationsRead More
Contact Center Providers are blissfully unaware they could lose key clients
Service providers need to step up their CX gameRead More
The back office is dead… long live OneOffice
We're evolving to an era where there is only "OneOffice" that matters: creating the digital customer experience and an intelligent, single office to enable itRead More
Teleperformance, Concentrix and Sutherland lead the HfS Contact Center Operations Blueprint
HfS unveils the 2016 HfS Blueprint for Contact Center Operations, authored by Melissa O'BrienRead More
Rescuing BPO from its trough of directionless boredom: Make jobs challenging and creative
Enterprises need to create business manager roles to energize the Digital Generation Read More
