Just Eat announced about recently they were bringing their contact centre back to the UK from offshore / nearshore, but also bringing it back in house after outsourcing it for many years. In this Editorial we explore this further, with a range of views and opinions, both from those in the BPO sector and in house operations, and those with UK and offshore operations.
Here in the final part of our Launch Editorial, we look closer at the acquisition in the Telecoms and CCaaS space of Five9 by Zoom. Zoom experienced a fivefold growth in 2020 for obvious reasons. With its growth at a more reasonable rate of 7.3% in 2021, it has also encouraged investment opportunities. We speak the big players and voices in the sector and gather their views and opinions on the effect this consolidation will have, both on the market, the technology, the clients, the people, and of course, the customers.
While many have taken a well-earned break this summer, the world of CX SaaS mergers and acquisitions has been operating full-steam ahead, with deals signed for values that are as long as telephone numbers. Qualtrics announced their purchase of Clarabridge for $1.125bn (1) and Medallia were taken into private hands for $6.4bn (2).
We have seen a lot of merger and acquisition activity in our sector this summer. In this our Launch Editorial, we speak with the big players and voices in the industry and gather a range of views and opinions on the effect this consolidation will have, both on the market, the technology, the clients, the people, and of course, the customers.
Pandemics are Darwinian. Attacking the weakest, only the fittest survive. Pandemics attack businesses in the same Darwinian way. Major organisations with deep pockets, strong products and ample resources are thriving in the current environment. But for others who are not so favourably endowed, survival depends on the ability to change and to do so quickly.
At a recent GSA virtual event a panel of leading industry speakers and CX experts including myself and Tony Chambers, Head of Digital at TTEC EMEA discussed the concept of ‘Contact Centre as a Service’ (CCaaS). So, what is CCaaS? Contact Centre as a Service is a software deployment model that enables companies to only purchase the technology they need and is commonly operated by a vendor to reduce IT, integration, and support costs.
The last blog introduced the importance of Psychological Safety, both for our personal emotional wellbeing and for creating high performing teams in the workplace. This simple model defines the components of psychological safety.
As society unlocks, and with Covid cases on the rise again, many of us justifiably fear for our physical safety at work. But what about our emotional safety? How emotionally safe do you feel at work and in life?
Went away last weekend for the bank holiday, and arrived at the hotel at 2.30pm. We were told our room wasn’t ready, and wouldn’t be ready for another hour and half. Ok, no problem we thought, we will sit and have a drink. About an hour went by, and no sign of our room, but plenty of other guests arriving and being checked in. Beginning to get a bit annoyed, I went to enquire. I thought I’d try the self-service check in, but they had all been switched off. What’s the point of having self-service check in terminals, if you’re going to switch them off, and make your guests queue outside?
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