Blog
An introduction to offshoring The world seems much smaller these days, thanks to the internet and remote working technologies. Covid-19 has normalised working from home, from pretty much anywhere, and now we don’t so much as bat an eyelid at (virtually) working with people from all over the world. So it’s natural that this relaxed […]
For the tenth consecutive year, American telecommunications giant, T-Mobile, has clinched the top ranking among Mobile Network Operators in the J.D. Power 2022 U.S. Wireless Customer Care Mobile Network Operator Performance Study. Scoring 26 points above the segment average, T-Mobile’s first place positioning is testament to its focus on delivering excellent customer experience (CX). An […]
Xceed has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Certified program. Reaching more than 25,000 employees, Xceed is a global provider of quality, multi-lingual Business Process Outsourcing (BPO) services. Since its inauguration in 2001, Xceed has been at the forefront of the country’s BPO […]
Customer experience (CX) scores for Malaysian brands is fairly average, scoring 3.8 compared to the Asia Pacific’s (APAC) average of 3.9, according to the Infobip APAC study. Focusing on how people and automated engagement has evolved, the report also noted how neighboring countries such as Indonesia (4.1) and Thailand (4.2) had higher CX scores, while […]
CallForce Outsourcing Specialists has joined The World Source Marketplace for Global Business Services (GBS.World) and has been assessed as part of the Verified program. They streamline, implement and manage sophisticated, industry-specific, omnichannel BPO solutions from South Africa to the Global market. With over 1000 employees, their 3 world-class operational sites are located in the 3 […]
We’ve been relying on technology to make customer service more frictionless over the last few decades and, in many ways, that has been achieved. However, as customer service evolves, so do customers’ expectations. Increasingly hard-to-meet expectations are bad news for businesses because, no matter how advanced their technologies and processes become, customers will continue to […]
Despite the ONS (Office for National Statistics) reporting that the UK unemployment rate fell to just 4.1% — a near pre-pandemic figure — inflation continues to take its toll on people’s wages, which have largely remained stagnant in the recent decade. With the cost of living and energy price caps increasing rapidly, a third of […]
Although the traditional, hierarchical team structure has been a workplace staple for decades, it may no longer be the most efficient way for some businesses to work. With customer experience (CX) and employee retention being more important than ever before, business leaders must think of innovative ways to make the most of their employees’ skills […]
Unleashed pent-up demand and lifestyle shifts influenced by the pandemic will be core drivers in an improved US travel industry outlook, according to the 2022 Deloitte Travel Outlook Report. This despite recent difficulties by air travel operators to manage spikes in demand. The report indicates that corporate travel is expected to improve gradually through 2022, […]
A new state-of-the-art contact centre has been officially opened in Cape Town community Mitchells Plain by Sigma Connected, a certified member of GBS.World. Sigma Connected South Africa, which offers ‘white label’ customer contact centre services across a variety of sectors, opened the Watergate Centre facility in the Cape Flats, becoming the first GBS operation to […]
