Insights

Shifting procurement practices with the evolution of technology

Watch tkg’s Spencer Brooks and CCA’s Anne Marie Forsyth discuss the shift in procurement and the growing need for BPOs to deliver value.
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What to prioritise for effective customer experience differentiation and investment

In an era of increased market volatility, the need for organisations to prioritise and focus investment on customer experience can be a daunting task. Read our article to learn more about how to stand out and gain competitive edge!
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Remote and hybrid working: The impact on contact centres

With hybrid working becoming the new norm, many organisations with contact centres are rethinking how to run their operations and engage their staff.
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Consolidation in the BPO sector: An opportunity or a threat?

The BPO market has become increasingly competitive, partly due to the rise of mergers and acquisitions. What does this mean for those involved?
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The impact of an employee-driven market on contact centres

The war for talent is greatly impacting contact centres. Retaining and attracting staff has become harder, and employees' expectations are rising.
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