Customer Service

How BPO Providers Can Reinvent Themselves in 2019

Posted: 01/15/2019 - 03:52
Not so long ago, Blockbuster (remember them?) and Netflix ran a similar service. In fact, at the turn of the millennium, Blockbuster had the opportunity to purchase Netflix for a lowly $50 million. Blockbuster turned it down in what must rank alongside the country and western community’s response to rock and roll as a passing fad for “most short-sighted decisions of all time.”  Today, Netflix has more than 100 million subscribers worldwide and a revenue of $11.69 billion. Blockbuster, on the other hand, filed for bankruptcy in 2010. 
 

Quinn and Hilmer: The Approach to Strategic Outsourcing

Posted: 08/03/2018 - 04:25
There’s outsourcing and then there’s strategic outsourcing. The distinction between the two seems obvious today but professors James Brian Quinn and Frederick G. Hilmer did groundbreaking work that identified and evaluated the core competencies that go into strategic outsourcing decisions in the early 1990s. Their findings are still practical today almost 20 years later. 
 

The Motivation Factor with Dennis Timpanaro

Posted: 05/23/2018 - 23:10
In this episode of the Sourcing Industry Landscape, Dawn Tiura interviews Dennis Timpanaro. Dennis Timpanaro is the Founder and CEO of GOtivation, a fitness technology startup with a messaging platform that utilizes artificial intelligence to help personal trainers and fitness coaches motivate clients. Timpanaro is a world-ranked athlete and was the youngest global director in McDonald's history.

From Boredom to Chief Customer Officer with Gregory A. Mark

Posted: 01/06/2018 - 02:39

In this episode of the Sourcing Industry Landscape, Dawn Tiura interviews Gregory Mark. Gregory Mark is the Chief Customer Officer at Zycus, a role that not many have heard of. On the podcast, he shares the reason his role was created and we take a journey to learn more about his unique career path and what keeps him motivated.

Come see us again: why customer service matters in healthcare

Posted: 05/02/2017 - 23:09

The notion of healthcare quality being measured only based on the level of medical care given to patients is on its way to a complete disappearance. From our position in the healthcare contact centre space, we have been witnessing more and more organisations focusing on the patient experience to gain and maintain a competitive advantage. This evolution toward value-based service benefits the patient, the healthcare provider and the payer. Value-based models encourage healthcare providers to deliver the best care at the lowest cost.

The tip of the infosec iceberg?

Posted: 03/21/2017 - 08:12

Recent stories by, amongst others, the BBC detailing large, well-organised and presumably very profitable scamming organisations targeting UK TalkTalk customers have hardly helped the already-lowly reputation of offshore contact centres - but may unfortunately be only the tip of a perilous iceberg.

Go digital to build customer trust

Posted: 08/19/2016 - 20:11

Consumers are becoming both more loyal and trusting of their banks and insurers according to a survey of 3,000 consumers in Germany, Spain and the UK. The research, titled Youbiquity Finance 3, is the latest in the BT- and Avaya-supported series begun in 2012. It finds that the increasing use of technology is coinciding with improved relations between consumers and banks and insurance companies.

Are you ready to outsource your CIO?

Posted: 07/27/2016 - 02:34

Outsourcing has always been a key component of the technology sector; however recently it has been not just basic IT services, but key CIO roles taken on by outsiders. The term ‘virtual CIO’ (vCIO) is gaining increasing momentum, and refers to an individual or service that is charged at an hourly or flat rate fee for the provision of services that incorporate technology and business strategy. vCIOs are particularly popular with small and mid-sized businesses, because they make the strategic guidance of an expert affordable.

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