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Category: Contact Center and Omni-Channel
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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 cannibalizersRead More
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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.Read More
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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 functioningRead More
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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 itRead More
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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'BrienRead More
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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 Read More
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HfS brings O’Brien’s brains on board
Melissa O'Brien joins HfS as Research Director, Contact Center and Omni-Channel OperationsRead More
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The HfS 2016 Blueprint Research Agenda …at your service
The analyst industry's most ambitious 2016 research agenda Read More
