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Americans are fed up with customer service, as indicated by 74% of surveyed consumers who say they’ve had product or service problems in the past year. This is according to findings in the Customer Care and Measurement Consultancy 2022 National Customer Rage Survey. Other key findings included 43% of customers yelled or raised their voices […]

To help American consumers reach their goals and fuel their passion, Office Depot, a leading office supply retailer, has launched their brand platform, Imagine Success. The platform allows customers to share success stories, while also housing a content hub offering informational articles, studies and buying guides. The key objective of Imagine Success is to build […]

The Philippines is expected to exceed its business process outsourcing (BPO) sector growth targets by the end of this year, projected to reach a market size of US$35,9 billion and employ 1,7 million workers, according to the IT and Business Process Association of the Philippines (IBPAP). Survey findings indicate that 83% of Filipino-based BPOs expect […]

The top 500 global outsourcing providers have been identified and released in the Time Doctor OA500 2023 Index. The index analyzes, compares and tracks firms across the outsourcing market. According to the results, the top five global outsourcing firms include Accenture, Teleperformance, Wipro, Siemens and Cognizant. Over 50 new consulting job opportunities will be created […]

Although American consumers have returned to physical retail stores, a considerable portion of them – 40% – find the experience “less enjoyable” than before the pandemic began in Spring 2020. This is according to findings in the Theatro 2023 Retail Customer Experience Survey. Those expressing dissatisfaction attributed their experiences to a lack of staff and […]

The week was rocked by news of a content moderator in Kenya suing an outsourced provider contracted by Meta for work-related PTSD. Spending over eight hours a day filtering horrific content on the internet, such as beheadings, suicides and child abuse, the moderator indicated that he was not paid a salary commensurate with experience. For […]

What are the golden rules of dealing with unhappy customers? Complaints – why they’re a good thing The phrase ‘I’d like to speak to the manager’ has become a long-running joke across social media – and (unfairly) associated with the name Karen, an entitled attitude and even a particular style of haircut. And while some […]

A study conducted by Conversica, a provider of AI-powered conversation automation solutions, found that 60% of business-to-business (B2B) buyers that use chatbots did not have a satisfactory chat experience. The survey, titled Chatbot Experience: How Satisfied Are Enterprise Buyers?, also revealed that B2B buyers are turning away from traditional chatbots due to their simplistic capabilities […]

Key facts and highlights: European GBS/BPO buyers can save up to 73% on contact center agent salaries when nearshoring to North African locations. Egypt is home to 38 million English speakers. In the GBS World Competitiveness Index, Egypt is ranked second and Morocco is ranked third. Following focused investment in infrastructure in recent years, North Africa has emerged […]

While global retailers are battling to keep costs down, they are also having to consider increasing wages to attract and retain talented workers. This is undertaken in an effort to maintain quality customer experience (CX) delivery, according to an Insider Intelligence news report. In fact, Walmart is increasing its starting wage by 17%. Conversely, Amazon […]