Don Berryman Feb 17th, 2021 Business & Performance

A VIP Invitation To Our Delivery Center Launch In Colombia


It’s clear that outsourcing will remain important in 2021. Companies are seeking greater resilience after the business continuity crisis of the Covid-19 pandemic last year. But there is a clear move away from global outsourcing - few executives are keen to be spending 15-20 hours on an airplane right now. For American companies, the nearshore option is back in focus again. And they are looking closely at Colombia
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Don Berryman Feb 3rd, 2021 Business & Performance

W@H Is Important, But The Future For CX Is A Hybrid Model


Customer service in 2021 needs to be flexible, agile, and resilient. You need to know that your team will be functional regardless of business continuity challenges. The best way to guarantee this and also to ensure that team members avoid work-at-home fatigue, is to build a blended hybrid model that utilizes the best of both solutions
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Don Berryman Jan 20th, 2021

Nearshoring Will Be The Key To CX Resilience In 2021


Nearshoring is making a comeback after a quiet 2020 where the focus was mainly on survival. The vaccine rollout is underway so although the pandemic is not quite in the past, we can see light at the end of the tunnel and this means that you need to start planning now for the customer service strategy you want to build in a post-pandemic world.
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Shelli Ryan Oct 18th, 2020 Perspectives

Philippines BPO Is Set To Soar Even Higher Post-Covid


The new normal is rather different to the Philippines delivery model of the past, but I believe it has been improved. Depending on the account, we have around 50-80% of our agents back in the contact center so teams are now blended and all include a certain percentage of work at home team members now.
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Shelli Ryan Oct 18th, 2020 Business & Performance

Have Traditional Banks Lost The Human Touch?


Most customers no longer feel that the bank branch experience is something desirable - in fact waiting in line to be served usually has the opposite effect. But in-person interactions in branches has been the focus for how traditional banks created a bond with their customers. Can they replace this experience?
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