CX Files: Leigh Hopwood – CCMA – CX From The Buyer’s Perspective
Intelligent Sourcing
by Intelligent Sourcing
1d ago
Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK. Peter recently attended a CCMA event in Manchester focused on the buy-side – the companies that need to create their own CX team or buy in expertise from a specialist […] The post CX Files: Leigh Hopwood – CCMA – CX From The Buyer’s Perspective appeared first on Intelligent Sourcing ..read more
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Latest Research – Europe and the Nearshore: 2024
Intelligent Sourcing
by Intelligent Sourcing
4d ago
Ryan Strategic Advisory has released Europe and the Nearshore: 2024, its annual report that outlines the most important BPO trends related to Central & Eastern Europe, North Africa and Central Sub-Saharan Africa. Written by Sean Goforth, Research Partner at Ryan Strategic Advisory, this report draws heavily from results contained in the 2024 Front Office CX Omnibus Survey released […] The post Latest Research – Europe and the Nearshore: 2024 appeared first on Intelligent Sourcing ..read more
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European Contact Centre & Customer Service Awards (ECCCSAs) 2024
Intelligent Sourcing
by Intelligent Sourcing
2w ago
The greatest awards programme in the European customer contact industry. For more information visit www.ecccsa.com The award-winning European Contact Centre & Customer Service Awards (ECCCSAs) is the longest running and largest awards programme in the European customer contact industry. The programme recognises organisations across Europe that are leading the way in delivering exceptional service to […] The post European Contact Centre & Customer Service Awards (ECCCSAs) 2024 appeared first on Intelligent Sourcing ..read more
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What Is the future for work in a world of uncontrolled war and exponential AI?
Intelligent Sourcing
by Intelligent Sourcing
2w ago
Latest opinion piece by Mark Hillary How do we make sense of the world and how fast it is changing? I can remember buying a book called ‘Faster’ way back in 1999. It was the American science writer James Gleick talking about the exponential change taking place at the turn of the millennium. Now it […] The post What Is the future for work in a world of uncontrolled war and exponential AI? appeared first on Intelligent Sourcing ..read more
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The BPO Revolution: How Outsourcing is Evolving to Accelerate Business Growth
Intelligent Sourcing
by Intelligent Sourcing
3w ago
The perception of outsourcing as a mere cost-cutting tactic is a relic of the past. Today’s BPO industry is a £100 billion powerhouse whose growth trajectory is nothing short of seismic. Take the IT outsourcing industry, set to grow to a value of  £117 billion by 2027 at a compound annual growth rate (CAGR) of […] The post The BPO Revolution: How Outsourcing is Evolving to Accelerate Business Growth appeared first on Intelligent Sourcing ..read more
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Are Investors Right to Be Nervous about CXM Providers? Well, It Depends!
Intelligent Sourcing
by Intelligent Sourcing
1M ago
Generative AI (gen AI) is transforming the customer experience management (CXM) landscape, challenging traditional contact centers. While concerns about declining revenues and increased costs are valid, many traditional methods, like human interaction, are still needed for complex customer issues. Read on to discover strategies to improve CXM provider success in a technology-driven market. Reach out to discuss […] The post Are Investors Right to Be Nervous about CXM Providers? Well, It Depends! appeared first on Intelligent Sourcing ..read more
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India is the Most Favored Offshore CX Delivery Location in 2024
Intelligent Sourcing
by Intelligent Sourcing
1M ago
The Philippines and South Africa tie for the silver medal, Malaysia places 3rd; low favorability marks for Honduras and Serbia India retains the title of most favored offshore CX delivery destination in 2024, according to this year’s Front Office CX Omnibus Survey by Ryan Strategic Advisory.  This marks the second year in a row that India has topped […] The post India is the Most Favored Offshore CX Delivery Location in 2024 appeared first on Intelligent Sourcing ..read more
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Flexible Workforce Management In BPOs Is Undergoing A Post-Pandemic Renaissance
Intelligent Sourcing
by Intelligent Sourcing
3M ago
Workforce Management (WFM) doesn’t appear to be the most exciting of subjects. It’s usually just another three-letter acronym that customer service specialists drop into conversation along with all those metrics they use to measure performance in the contact centre. FCR. AHT. It’s all acronyms. But a lot has changed since the pandemic shook up this […] The post Flexible Workforce Management In BPOs Is Undergoing A Post-Pandemic Renaissance appeared first on Intelligent Sourcing ..read more
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Customer service: the boardroom imperative for today and tomorrow
Intelligent Sourcing
by Intelligent Sourcing
3M ago
Reflecting further on our Annual Conference last week, it’s clear that enabling and empowering our people – whether through better training, access to data and knowledge, understanding customer behaviour better, or the use of outputs from the effective use of artificial intelligence is critical for achieving sustainable growth. From the conversations I had with many […] The post Customer service: the boardroom imperative for today and tomorrow appeared first on Intelligent Sourcing ..read more
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Profiles in Emerging Outsourcer Success: 2024
Intelligent Sourcing
by Intelligent Sourcing
4M ago
Ryan Strategic Advisory is pleased to release Profiles in Emerging Outsourcer Success: 2024, the latest research identifying the most disruptive up-and-coming customer experience outsourcing providers to watch in 2024.  This is the third iteration of this report, and it highlights six rapidly-growing CX services players that should be on the radar of executives across the BPO ecosystem. […] The post Profiles in Emerging Outsourcer Success: 2024 appeared first on Intelligent Sourcing ..read more
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