Estimated reading time: 6 minutes Key Takeaways Impact sourcing creates sustainable job opportunities in marginalised communities, fostering workforce inclusion and promoting positive social change. Implementing robust performance measurement methods aligns business objectives with tangible social…
Estimated reading time: 8 minutes Key Takeaways The size of your BPO partner significantly impacts your call centre operations. Large BPOs offer scalability, resources, and reliability, but smaller clients risk being less prioritised. Small BPOs…
Estimated reading time: 8 minutes Key Takeaways CX outsourcing is a strategic way to deliver exceptional customer support while controlling costs. The CX outsourcing insights report helps businesses decode best practices in outsourcing. Adopting AI…
Estimated reading time: 6 minutes Key Takeaways AI enhances call centres by handling routine queries and reducing wait times, boosting **efficiency**. Human agents bring *empathy* and *complex problem-solving* to customer interactions. Challenges remain where *emotional…
Estimated reading time: 7 minutes Key Takeaways The tone of voice can make or break customer relationships. Clear enunciation and optimal pitch foster better understanding. Voice training refines communication skills and boosts performance. Maintaining voice…
Estimated reading time: 7 minutes Key Takeaways The insurance sector is shifting to a *customer-centric model* at rapid speed. **Personalisation** and *omnichannel support* are becoming top priorities. AI-driven chatbots promise faster customer query resolution. *Proactive…
Estimated reading time: 8 minutes Key Takeaways Insourcing provides stronger operational control and closer brand alignment. Outsourcing can lead to significant cost savings with flexible scaling options. Staffing challenges and infrastructure management differ significantly between…
Estimated reading time: 8 minutes Key Takeaways A well-designed customer service FAQ page reduces direct support interactions by providing instant answers. Creates a 24/7 self-service resource, enhancing customer experience. Empowers customers to troubleshoot issues independently…
Estimated reading time: 8 minutes Key Takeaways Businesses must stay *updated* with emerging trends in customer service to **drive growth** and maintain loyalty. **AI** technology is evolving rapidly, offering more *personalised* and efficient customer interactions….
Estimated reading time: 7 minutes Key Takeaways In-house customer service provides greater control, brand consistency, and immediate feedback. Outsourcing customer service offers scalability and specialised expertise but comes with reduced oversight. Weigh financial constraints, growth…