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Category Archives: Contact Center and Omni-Channel
The back office is dead... long live 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
Teleperformance, Concentrix and Sutherland lead the HfS Contact Center Operations Blueprint
HfS unveils the 2016 HfS Blueprint for Contact Center Operations, authored by Melissa O'Brien
Rescuing BPO from its trough of directionless boredom: Make jobs challenging and creative
Enterprises need to create business manager roles to energize the Digital Generation
Confusion-as-a-Service: The massive disconnect between vision and reality
The C-Suite is just living on a different planet from the teams below them trying to keep their businesses functioning
Now for some proper #DesignThinking
Just think of the Design Thinking the branding agency went through to come up with this
There's a whole generation with a new explanation... in San Francisco
Our first-ever Working Summit for Buyers happens in San Francisco at the St. Regis Hotel May 26th - 27th.
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.
The discussion thread that defines us? Traumatic 2016... Survive the race to the bottom!
2016 is the year that will separate the service dinosaurs from the savvy cannibalizers
10 issues defining the services industry in 2016
The HfS analyst team demands 10 big things the services industry needs to address in 2016
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