Category Archives: Contact Center and Omni-Channel

Concentrix gets up close and personal with Teleperformance with its Convergys acquisition

Concentrix gets up close and personal with Teleperformance with its Convergys  acquisition

Just a couple of weeks after Teleperformance splashed $1 billion in Intelent we finally see Convergys gobbled up

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Whoever said the omnichannel was a myth?

Whoever said the omnichannel was a myth?

At least they responded...

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The back office is dead... long live OneOffice

Intelligent OneOffice

We're evolving to an era where there is only "OneOffice" that matters: creating the digital customer experience and an intelligent, single office to enable it

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Teleperformance, Concentrix and Sutherland lead the HfS Contact Center Operations Blueprint

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HfS unveils the 2016 HfS Blueprint for Contact Center Operations, authored by Melissa O'Brien

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Rescuing BPO from its trough of directionless boredom: Make jobs challenging and creative

Bored BPO Cat

Enterprises need to create business manager roles to energize the Digital Generation

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Confusion-as-a-Service: The massive disconnect between vision and reality

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The C-Suite is just living on a different planet from the teams below them trying to keep their businesses functioning

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Now for some proper #DesignThinking

George Nespresso

Just think of the Design Thinking the branding agency went through to come up with this

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There's a whole generation with a new explanation... in San Francisco

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Our first-ever Working Summit for Buyers happens in San Francisco at the St. Regis Hotel May 26th - 27th.

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Three very handsome CEOs take on three advisors... only on HfS

Three very handsome CEOs take on three advisors... only on HfS

This February, three CEOs bake-off against three of the industry's finest advisors in an unvarnished, unsponsored shootout of futuristic debate on the future of BPO.

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The discussion thread that defines us? Traumatic 2016... Survive the race to the bottom!

Indian heritage majors... rev growth 2010-present

2016 is the year that will separate the service dinosaurs from the savvy cannibalizers

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