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Facebook milestone: 1 billion people used the social network in one day!

Facebook reached an epic milestone on Wednesday: For the first time ever, 1 billion people used its service in one day.

Posted on August 28, 2015 at 8:43 AM
Consolidation "rules" in the BPO Industry: Groupe Acticall announced it will acquire Sitel

Groupe Acticall (7500 employees), headquartered in France, has agreed to acquire SITEL Worldwide Corporation (61,100 employees) adding a new transaction into the recent merger and acquisitions history within the Global BPO Industry.

Sitel will continue to operate as an independent brand, owned by Groupe Acticall, upon the closing of the acquisition which is subject to government and regulatory approvals.

My opinión is that the competitive landscape keeps consolidating and changing, as providers such as TeleTech, Sykes and Qualfon face competitors that have grown in size and scope through important recent acquisitions, such as Teleperformance, Convergys, and Concentrix, while South Asia headquartered players such as Firstsource continue to grow in influence globally.

Posted on July 10, 2015 at 2:47 PM
Patient Experience: Has Healthcare Struggled with Technology Adoption?

In a recent blog I found a very interesting and appealing statement, which is that Healthcare is the least likely industry to agree that they are developing new applications, features and processes to cater to different generations of consumers. Check for this and other interesting thoughts on the link below.

My personal insight is that the Healthcare segment is meant to be one of the leading verticals in terms of technology adoption, including the customer service arena. As a matter of fact, 67% of healthcare executives agree that the role of customer service will change more in the next two years than in the last ten.

Posted on July 08, 2015 at 10:07 AM