Remote and hybrid working: The impact on contact centres

With hybrid working becoming the new norm, many organisations with contact centres have looked to transform their customer support processes...
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Consolidation in the BPO sector: An opportunity or a threat?

Suppliers in the Business Process Outsourcing (BPO) sector are facing the ongoing struggle of an increasingly competitive marketplace with the...
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The impact of an employee-driven market on contact centres

The war for talent is an issue for many leaders across a number of verticals, but with the contact centre...
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