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

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

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

No matter what the angle or the time period, there has always been a death knell sounded over the future of offshoring. Over the years, many would have had it believed that business process delivery from locales near and afar would succumb to the advancements in automation and artificial intelligence.  Equally, there has been a […] The post Location, Location, Location – 2024 and beyond appeared first on Intelligent Sourcing ..read more

This week the Liverpool Echo announced that almost 1,000 jobs were now saved after The Contact Company, a contact centre company based in Birkenhead, had been acquired by the British work-from-home specialists Sensée. The Contact Company (TCC) was hit by a cyberattack in 2022 and has struggled ever since. The cost of recovery combined with […] The post Sensée and The Contact Company CEOs talk openly about a successful future together appeared first on Intelligent Sourcing ..read more

Mike Harfield is the COO and Co-Founder at Sigma Connected Group. He is based close to Birmingham in the UK. In this epsiode of CX Files Mark Hillary speaks to Mike about developing careers in CX. He explains how his company has explored impact sourcing initiatives across South Africa and the UK and how a […] The post Developing Great Career Options For CX Teams appeared first on Intelligent Sourcing ..read more

One of our partners, IBA Group, celebrated their 30th birthday last year. It’s fascinating to learn what we can expect in technology in 2024 from the people who used to work with computers that occupied several floors of a building and who continue to be at the forefront of technology development. The IBA Group CEO, […] The post Head to Head: Mark Hillary interviews IBA Group CEO, Sergei Levteev appeared first on Intelligent Sourcing ..read more

The largest awards programme that recognises contact centre talent in the UK. For more information visit www.ukncca.co.uk Celebrating their 29th year in 2024, the UK National Contact Centre Awards are the longest running and the most highly respected awards programme dedicated to the UK contact centre industry. Why? Because when you win, you have really […] The post The UK National Contact Centre Awards appeared first on Intelligent Sourcing ..read more

Entering the New Year, prognostications for CX in 2024 are coming fast and furious, with no shortage of audacious predictions from thought leaders the world over.  Thus, in no specific order, Ryan Strategic Advisory is pleased to share its ideas on what will define customer experience for the next 12 months. Realistic expectations around Generative […] The post Top CX Predictions for 2024 appeared first on Intelligent Sourcing ..read more

In the fast-paced world of global commerce, ‘outsourcing’ has often been synonymous with cost-cutting and efficiency—sometimes at the expense of ethical considerations and long-term sustainability. However, a new paradigm is emerging: Ethical Outsourcing. This progressive approach intertwines moral responsibility with business processes, ensuring that the work outsourced contributes positively to the workforce and communities involved. […] The post Ethical Outsourcing and a Regenerative Economy appeared first on Intelligent Sourcing ..read more