This report examines 7 KPIs across the voice channel in contact centres, comparing 2025 results with the previous three years: average speed of answer; average talk time; average waiting time; average hold time; service level; containment rate; customer satisfaction score. Conclusions are drawn from a study of 3000 businesses in the following sectors: healthcare and….
While Generative AI excels at language, Agentic AI provides autonomy, acting on its own to plan and implement. And the benefits for customers and enterprises alike are game-changing. This plain English Guide will help you get a handle on the possibilities in CX with Agentic AI, outlining use cases, types of AI agents, impacts on….
Hiring offshore IT talent? Don’t guess what to pay. We’ve put together the most up-to-date salary benchmarks for 15+ IT roles in the Philippines – from full-stack developers and DevOps engineers to cybersecurity, cloud, data and AI specialists. Inside you’ll see: * Real salary ranges for each role * The service fee charged by a recruitment….
Every customer conversation is a dual-purpose asset: a CX moment and a compliance artefact. Conversational & Quality Intelligence unlocks both roles simultaneously. By extending coverage beyond voice to chat, email and video, firms capture the complete risk and sentiment footprint of a customer journey. By automating scorecards and layering LLM summarisation, they swap manual sampling….
The remote work debate is flush with headlines around corporate crackdowns and return-to-office mandates. But the reality in Australian contact centres tells a different story – on any given day, 54% of the workforce is working from home. This white paper explores the trends, challenges and critical capabilities needed to build sustainable, scalable virtual operations. Data….
Malta is so much more than one of the Mediterranean’s most popular holiday destinations. Its highly skilled, native English-speaking people, EU membership, advanced digital infrastructure, multilingual capability and cost advantages over Western European countries make it an ideal location for nearshore contact centre outsourcing. As European and UK companies continue to deal with rising costs,….
This white paper explores how outsourcing to Fiji can help Australian and NZ law firms solve the challenges of paralegal and administrative staff shortages and rising wages. Offshore resources provide access to skilled talent and dramatically lower costs, improving the quality and speed of service delivery. Fiji offers: – proximity (2-4 hours’ flight) and time zone….
This white paper explores emerging commercial models in CX, and the shift from traditional capacity-based models to more innovative, flexible and outcome-driven approaches. Technology such as AI and analytics has changed the way BPOs price and innovate, aligning with desired client outcomes such as customer satisfaction, retention and cross-selling. Discover the pros and cons of….
Sit back and enjoy the insights, with this inspiring collection of interviews with 7 of Australia’s most exceptional CX and Digital Leaders. Topics covered include AI, customer service, and outsourcing. You’ll find powerful learnings and practical tips, sprinkled with humorous anecdotes from the following leading brands: Russell Investments (Sophie Imbert), Airtasker (Cindy Dent), Are Media (Karen….
Retailers know that delivering a great Customer Experience is expensive and requires out-of-the-box thinking to stand out from the crowd. In this white paper, we look at how an increasing number of ecommerce businesses are turning to the island paradise of Fiji to solve their CX and cost challenges, and gain a competitive advantage. *This….
This white paper explores the integration of ESG (Environmental, Social and Governance) principles with contact centre and CX environments. Glean insights into the benefits of ESG adoption, practical strategies for implementation, and take inspiration from case studies showcasing successful initiatives in our industry. Companies that prioritise ESG will be better positioned to enhance their brand….
Outsourcing accounting services to offshore teams can provide a crucial business advantage – reducing operational costs without compromising on quality. It’s no surprise that engaging an offshore team is instantly attractive to cost-conscious finance and accounting leaders looking to tap into the global talent pool. Which location to outsource to can be a hard decision…..
Richard Branson was one of the first to articulate the link between employee engagement and a positive customer experience. Our white paper looks at all the evidence to support this now well-accepted theory, providing ample data for the business case to invest in your most important asset – your employees. The EX/CX link applies equally….
The BPO sector in North America has been on quite a ride the last few years. But there’s good news. Recent studies estimate the market will keep growing at anything from 5% to 9% per year. And North America still has a commanding 30% share of the global outsourcing market. The challenge BPOs face is….
It’s been a rollercoaster ride for the outsourcing industry since the pandemic, with the cost of living crisis, inflation, global supply chain issues, soaring attrition, and a talent shortage. This cocktail of challenges has brought to the surface an opportunity to reduce cost and expand revenue with a solution made in paradise: staff leasing in….
