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Outsourced CX and UGC Moderation insights

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COVID and the acceleration of customer experience trends

If you sat quietly for 15 minutes and tried to figure out all the different ways that COVID-19 impacted customer experience, you’d probably come to a list something like this: Focus on safety Caring for customers Acceleration of [...]

September 18th, 2020|Comments Off on COVID and the acceleration of customer experience trends

The mutating outsourcing contract

Outsourcing buyers are looking to gain access to some of the advantages of outsourcing in a more accentuated and formalized format: through the contract. Some of the trends in outsourcing contracts we are seeing are: Agility, and the [...]

September 4th, 2020|Tags: |Comments Off on The mutating outsourcing contract

Why Do RPA Projects Fail? 5 Reasons. Internal Knowledge

Last week, we wrote about the best processes to consider for Robotic Process Automation (RPA) projects. We are currently working on RPA projects internally; the rollout to clients will come down the road, so while we have internal [...]

August 28th, 2020|Tags: |Comments Off on Why Do RPA Projects Fail? 5 Reasons. Internal Knowledge

What are some good processes to start with RPA?

There can, unfortunately, be a belief among executives that automation is a “silver bullet” that can solve numerous problems around process and cost containment. There’s some evidence that some jobs lost to COVID are going to RPA or [...]

August 24th, 2020|Comments Off on What are some good processes to start with RPA?

B2B outsourcing and partnerships in “The New Normal”

Every couple of months, our CEO Arnold writes an email to potential business prospects, i.e. companies across our core industries who have expressed interest in our customer experience solutions and moderation services. In the past few months, since about mid-May, he’s written two [...]

August 10th, 2020|Comments Off on B2B outsourcing and partnerships in “The New Normal”

Global collaboration: It begins with alignment

Recently, we put together a white paper on global collaboration -- the challenges and successes -- and identified three core pillars of making global teams and client relationships work. Those were: Co-creation and co-strategizing Trust Alignment and agreement [...]

July 14th, 2020|Comments Off on Global collaboration: It begins with alignment

Building trust in global businesses: 1-to-1

Trust is the root of everything in business. If a partner doesn’t trust you, that partnership will end. Maybe not today or tomorrow, but it’s ending soon. The level of trust in business - statistics The problem is, [...]

July 10th, 2020|Tags: |Comments Off on Building trust in global businesses: 1-to-1
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