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Category: Contact Center and Omni-Channel
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Concentrix doubles down on Webhelp to dominate traditional call center… despite autonomous CX changing the narrative
With Concentrix's mammoth acquisition of Webhelp, has the $125 billion world of call centers really become so dull that the only thing left to talk about is who’s the biggest? Traditional call center services are extremely ripe for disruption, with huge costs to be saved with the smart deployment of autonomous technologies. There are ample opportunities for tech-capable service providers to attack the CX space with digital offerings that are not dependent on voice-based butts-on-seats. So where's the real value in this 'traditional' acquisition for Concentrrix?Read More
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A glimpse into the contact center of the future: the digitally enabled contact center
A glimpse into the contact center of the future: the digitally enabled contact centerRead More
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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 upRead More
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Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations
Enterprises must navigate the changing of the guard for intelligent customer experience servicesRead More
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The 9-to-5 job is officially dead… Work-from-Anywhere becomes our new reality
OneOffice is the mindset to put real digital transformation into action, and there has never been a burning platform like the Work-From-Anywhere (WFA) revolution to force this changeRead More
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Contact Center Providers are blissfully unaware they could lose key clients
Service providers need to step up their CX gameRead More
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Concentrix bets on scale (and skill) with Minacs acquisition
Concentrix is moving up the value chain while adding major scale to its operationsRead More
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Employees are Customers too – Enterprises must channel their “inner” Omnichannel
In a recent podcast about omnichannel, an interesting spin on the topic came up. As posed by my colleague Fred McClimans: “Omnichannel applies to the internal business/partner operations just as much as the consumer side of the market - why isn't this given enough attention? Or is it?”Read More
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Petco Makes Plans to Unleash the Promise of Digital Customer Experience
Planning for the future of CX involves a changing nature of service provider relationshipsRead More
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Retailers Need a Digital Architect to Save their Legacies
Walmart/ Jet.com Signals Major Business Model Changes for RetailersRead More
