The importance of digital customer service for the millennial consumer

The importance of digital customer service for the millennial consumer For a generation that has grown up with the Internet and the most sophisticated communication technologies we have ever known, it is no wonder that millennials (born between the 1980s and 2000) have an expectation of instant access to information. This attitude also extends to their communication style, including interactions…

How to outsource in a compliance heavy environment

How to outsource in a compliance heavy environment The decision to outsource is a tough one for any organisation. The process of selecting a contact centre partner can be onerous. Do we consider offshoring, near shoring, right shoring? What sort of partner should we chose, a well-known international brand where our work will be one of a number of accounts…

Why early site visits will improve your RFP process

Why early site visits will improve your RFP process Outsourcing decisions these days tend to be procurement led, and it’s not surprising. They tend to be large decisions for a company to make and have long standing repercussions if the decision doesn’t work out the way everyone wants. The RFP process hopefully will allow you to understand and compare commercial…

Leveraging your Outsourcing partner to grow sales

Leveraging your Outsourcing partner to grow sales Providing excellent service, supplying great products and delivering value are of course at the core of ensuring organisations have a platform to build deep and trusting relationships with their customers. These things are very important and need to happen consistently but have you ever heard the argument ‘they are what I am paying…

What is Cloud IVR

What is Cloud IVR? The term Cloud IVR refers to the availability of Interactive Voice Response (IVR) as a Service (IVRaaS) platforms and functionality, benefiting from the use of cloud-based technologies. Cloud IVR is offered through a consumption-based model and provides an always-on, modern IVR platform, giving businesses the opportunity to enhance the customer journey as well as optimize overall…

How to stay competitive in a low Unemployment Market

How to stay competitive in a low Unemployment Market I currently reside and work in the great city of San Antonio, TX where competition for call center work is high and the unemployment rate is very low. This can present a challenge to organizations that are not willing to adapt to changes taking place in the market or are not…

Why I love to Travel to the Philippines

Why I love to Travel to the Philippines Working for Conduit Global has allowed me to see many places in the world. I have been blessed to have spent time on 5 continents across 12 countries. But there is one place that is near and dear to my heart, and that is the Philippines. Sure, I have travelled into Manila…

What is Contact Center as a Service

What is Contact Center as a Service (CCaaS)  Contact Center as a Service or CCaaS broadly refers to the availability of Contact Center functionality and associated benefits through the use of cloud-based technologies offered through a consumption-based model. The journey leading to the creation of the term CCaaS requires us to glance back in time, and refresh ourselves of how the Call Center technology stacks…

Digital disruption will spare no one

Digital disruption will spare no one The customer landscape is evolving rapidly, it’s being transformed by the convergence of technology, the internet, mobile solutions, social media, big data and new consumer behaviors. Today’s millennial and Generation Z customers are more informed and in charge of the experiences they receive. Resolution is never fast enough as customers expect the brands to…

What is Omnichannel

What is Omnichannel?   What is Omnichannel – The term omnichannel has evolved in response to the varying demands of the contact center industry over the last 10 years. Voice dominated the call center arena for many years, with additional forms of communication handled in a vacuum, usually through disparate systems and segmented teams of agents. As the thirst for…

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