Tag Archives: skills

BPO can work smarter, not cheaper

Phil Fersht’s ‘Horses for Sources’ blog is a great antidote to most consultant and analyst reports with an irreverence that means it must be the only blog about outsourcing where you will regularly laugh at the articles – and the … Continue reading

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Future multi-channel contact centres – what will they look like?

We already have multiple ways for customers to reach out to the customer service department in a company. Writing a letter, calling, and chatting on IM are all common today, but things are changing fast. Social media is one obvious … Continue reading

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