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….
Choosing the right location for your outsourced operations demands a strategic approach. Cost-effectiveness is essential, but it can’t come at the cost of quality service or a reliable operation. No location is growing as quickly as the Pacific island paradise of Fiji, which offers a unique balance between cost reduction and quality of service. In….
In this short guide, we’ll discover why businesses are adopting a location diversification strategy for outsourcing and staff leasing. Alongside the traditional powerhouse destinations such as the Philippines, Fiji is booming post-pandemic due to: – Closer time zone and flight time to Australia and New Zealand – Neutral English accent – A work-from-office rather than….
Remote and hybrid working have thrown a spotlight on productivity and compliance in customer operations. Software and analytics are addressing challenges ranging from data breaches and lost output to quiet quitting and unaccounted absenteeism. This complimentary guide reviews 10 considerations for evaluating tools to analyse productivity, relevant to any organisation with a large operations workforce…..
Generative AI and Automation technologies are fundamentally changing how contact centres operate, and the opportunities for human-AI collaboration are exciting. Written by a leading international BPO, this white paper* examines the benefits and risks of the following AI and automation use cases: – AI-powered chatbots – Agent assist technology – Conversational Analytics – Workforce Management….
It’s been a tumultuous few years for TAFEs and universities, with the impacts of the pandemic on enrolments, as well as the shift to remote learning, still being felt. On top of that is the competitive threat of online open learning platforms providing micro-credentials as well as full-fledged qualifications. In this white paper*, designed for….
The tight labour market in Australia has left businesses struggling to hire and retain staff in their contact centres, impacting the time customers wait in queue, and consequent drops in customer satisfaction. Of course this eventually filters down to the bottom line, and up to leadership teams hungry for a fix. Enter contact centre outsourcing….
New research, conducted by Swinburne Institute of Technology, presents a crystal ball into what Australian consumers’ intentions are for Christmas shopping this year. In addition to this report* being a must-read for consumer brands, retailers and marketplaces, there are universal learnings for many industries. Key takeaways include: – while physical stores have absolutely not gone….