Seach this site

“My Biggest Client is Dumping Me!”: A BPO Nightmare

Frost & Sullivan has noted in our interviews with leading market participants, a trend toward reducing the number of provider partners. This movement has been particularly acute over the last 3 years.…
Categories Tags Customer Care outsourcers offer a multitude of benefits to their client base. This includes eliminating capital expenses, flexibility to address new markets, a… http://digitaltransformation.frost.com/expert-insights/viewpoints/my-biggest-client-dumping-me-bpo-nightmare/

When Culture Helps Innovate Customer Engagement: The South Africa Example

A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.
Categories Tags On my fourth visit to South Africa, I attended the March, 2015, "Offshoring South Africa" Conference in Cape Town, where I sat on a panel to discuss "The Futur… http://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/

The Game-Changer: BPO Innovation Up and Across the Value Chain

Customer care outsourcers are putting solutions in-place that affect their clients’ core business; from strategy, operations and processes to the financial bottom line.
The Game-Changer: BPO Innovation Up and Across the Value Chain Frost & Sullivan continues to research and report on trends in the customer care Business Process Outsourcing (BP… http://digitaltransformation.frost.com/expert-insights/viewpoints/game-changer-bpo-innovation-and-across-value-chain/

Innovating the Virtual Office & Optimizing the Client Experience in BPO

A summary of the recent opening of a Teleperformance virtual office in Dubai.
On February 4, 2015, a group of BPO industry analysts joined Teleperformance Group for the opening of their new virtual office in Dubai, the United Arab Emirates (UAE). Yannis … http://digitaltransformation.frost.com/expert-insights/viewpoints/innovating-virtual-office-optimizing-client-experience-bpo/

The Whys (and Caveats) of Contact Center Outsourcers Leveraging Operations and Technology Services

Categories Tags Outsourcing of any kind is a notoriously highly competitive thin-margin business.  Not surprisingly, outsourcers are constantly on the lookout for new opportun… http://digitaltransformation.frost.com/expert-insights/viewpoints/whys-and-caveats-contact-center-outsourcers-leveraging-operations-and-technology-services/