Virtual Shared Services after COVID

Virtual Shared Services after COVID

The new way of business in the Virtual Shared Services Centres post COVID-19 Social, Collaborative, Yet Virtual will be the New Shared Services model post-COVID-19 With each passing day, more countries are nearing lockdown amid fears of widespread COVID-19. While it...
Homeworking In The Contact Centre

Homeworking In The Contact Centre

Homeworking In The Contact Centre Industry During COVID-19 Challenges of homeworking in the contact centre industry and why balance will be key in future flexibility COVID-19 has even more businesses talking about and having to engage with homeworking. Some advocate...
Contact Centre post Covid19

Contact Centre post Covid19

Life after COVID-19 in the Contact Centre Let’s not all despair as there is easy ways to move and migrate to more agile flexible working and its not going to bring the business to their knees. During these unprecedented times, businesses and consumers are having to...
Best Outsource locations in 2020

Best Outsource locations in 2020

Top Outsourcing location 2020 India is 2020’s most favoured offshore location, according to Ryan Strategic Advisory survey India is the most favored offshore location for contact center delivery among enterprise customer experience decision-makers in 2020, according...
Evolution of Cloud Contact Centres

Evolution of Cloud Contact Centres

The Evolution of Cloud Contact Centres : CCaaS Round Table  What’s next in the Contact-Centre-as-a-Service (CCaaS) environment? Views from Genesys, 8×8, NICE-inContact, Content Guru The cloud contact centre is growing at an amazing pace. As more companies...
Coronavirus cruelly exposes offshore outsourcing

Coronavirus cruelly exposes offshore outsourcing

The fragility of the offshore outsourcing industry put to the ultimate test driven by the COVID-19 Virus Pandemic  Will clients trust all their eggs in one basket again when this is over? Posted in www.horsesforsources.com by Phil Fersht The outsourcing industry is...
Is Interim Management Dead

Is Interim Management Dead

Is the market changing the way that we engage and work with the use of Interim Management? In short, the answer is no, Interim Consulting is not dead! In fact, perhaps the question we should be asking instead is: “are we all interims now anyway?” Permanent contracts...
Request For Proposal

Request For Proposal

CIOs Seeking Innovation – Should the RFP process be replaced by the innovative RFS? There’s an innovative way to build and drive the RFP process as CIOs look to expand service capability and innovation but should the RFP be replaced with the RFS (Request For...
Outsourcing and As-A-Service

Outsourcing and As-A-Service

Outsourcing is on life support, with many BPO providers failing to invest in As-a-Service It has been hard to change processes, drive common standards across clients, build a utility model that can be scaled and made cost-efficient, for the Outsource vendors when...