Contact Centre Forecast: mostly cloudy, with rays of sunshine

Despite automation speeding through our everyday lives like a bullet train, human contact centres continue to play a fundamental role in customer service. And cloud is integral to maintaining and delivering the service effectively and efficiently. Here are eight reasons we’re optimistic about cloud contact centres: 1.    Internet of Things Use of cloud technology to integrate….

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Lessons in BPO Procurement from Origin Energy

Leading the Retail Procurement team at Australia’s largest energy retailer, Origin Energy, is Glenn Watkins. In this exclusive Matchboard interview, Glenn reveals lessons learnt in procuring business process outsourcing (BPO) services and offers some valuable tips to potential partners. The energy sector relies heavily on outsourcing for customer management functions. What are the most critical….

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