The business opportunity for Australian & NZ BPOs in Fiji: staff leasing

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….

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Why Fiji is the perfect destination for global outsourcing

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….

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Outsourcing to the Philippines? Consider Fiji as your next stop.

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….

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Buyer’s Guide to Workforce Productivity Tools

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…..

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How AI and automation are transforming customer experience

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….

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Transforming student enrolments through a customer-centric approach

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….

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How contact centre outsourcing solves for the labour shortage

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….

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Report: 2023 Australian Christmas Shopping trends

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….

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How to manage surge in your contact centre

Every contact centre leader knows that forecasts don’t always go to plan – from product recalls to data breaches, pandemics and PR disasters, there are a hundred reasons why it makes sense to plan for unplanned (as well as planned) contact volume spikes.  The alternative is to face the wrath of the public and your….

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Contact Centre Integration with Microsoft Teams – understanding your options

The rapid adoption of Microsoft Teams across the globe seems to know no limits. While many organisations have already introduced the chat-based collaboration platform for their internal business communications, Teams is also making its mark in external, customer-facing contact. However, the success of combining Teams with the contact centre is not just defined by the….

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The Complex Landscape of BPO Data Privacy

Safeguarding customer data is essential for any business, not only to meet regulatory requirements, but to maintain trust in your brand. When outsourcing customer service, IT or back office work to a third party, it’s important to partner with a BPO committed to high standards of data privacy and security. This white paper contains guidelines….

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Why Hudson hired offshore staff, how they did it and what they learnt

Drawing on its own experience, recruitment giant Hudson makes the case for an offshore workforce. From building buy-in internally, to finding, training and managing talent remotely, Hudson shares its offshore journey and methodology, and the benefits it’s reaped. Any business leader struggling to recruit or scale locally will gain insights from this 33-page comprehensive white….

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The State of Customer Experience in Australia, 2024

Fresh data collected by Swinburne University reveals how consumers feel about the state of customer experience in Australia.  The report provides a comprehensive overview of what’s changed in consumer perceptions and preferences, and key factors driving customer service excellence in 2024.  These findings will be of interest to customer experience, contact centre and field operations….

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The Future of Work in the Australian Contact Centre & CX Industry

Based on primary research with employers and employees, this new report examines what the future holds for the world of hybrid work in Australian contact centres. Topics covered include: – snapshot of the job market – employer challenges across recruitment, onboarding, retention and engagement  – attrition trends – employee wishlists – defining the new Employer….

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Building a service strategy to support vulnerable customers

This white paper examines the role brands can play to support customer wellbeing amidst an uncertain economic environment. Topics covered include: – the importance of investing in empathetic customer service – recognising vulnerable customers – the impact of customer disengagement – the old way v new approaches to helping customers in need. *This content has….

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