M2M - the next service imperative for digital customer experience

The next level of evolution of the multi-channel contact center which is impacting customer experience.

Cloud to lead digitization of shared services centers

In-house helpdesks or shared services centers have been popular over the last few years across enterprises.

5 reasons to say yes to homesourcing with the cloud contact center

Cloud has become a powerful disruptor – across verticals, technologies and solutions. It is enabling organizations to become agile.

outside in? Asia is nearshoring to itself?

Economic rebalancing is certainly moving in favour of Asia Pacific. While Asia has always been a dynamic region witnessing rapid economic growth in…

outsourcing to Asia Pacific? It’s not the same anymore

Did someone say their job was ‘Bangalored’ once? Well, now you may not be able to say that as offshoring has taken a new meaning with unexpected…

CRM and delighting your customers: it's no longer just about product and price (part 2)

First impressions have always counted, but with more communication channels available than ever now, these first impressions are absolutely vital.

delighting your customers with great service: it's no longer just about product and price (part 1)

According to recent research, 80% of companies believe that they are doing an outstanding job in delivering great customer service.

our top blog posts of 2013

Wrapping up the year is a great time to look back at what has been shared here on our blog and review what topics and posts readers were most…