Alorica Inc has announced its expansion plans into Africa and Europe through the launch of its operations in Cairo, Egypt and Łódź, Poland. As one of the largest BPOs globally with 100,000 employees across 17 countries and 24 years of CX experience - Alorica continues to scale and diversify its best-in-class workforce, now with a presence in these new markets. Setting up operations in Egypt and Poland further enables the digital CX company to meet the growing expectations of multinational companies to deliver industry-leading business outcomes including multilingual customer care, revenue generation, content management & content moderation, tech support and CX consulting. Alorica plans to open for business in both countries during second quarter of this year.
‘Where’s my order?’ (WISMO) or ‘where’s my return’ (WISMR) are some of the most common questions that customers need brands’ help to answer. Customers want retailers to tell them the status of an order or return immediately and on their channel of choice. Managed well, it can help drive loyalty and repeat business. But managed poorly, it can strain relationships, tarnish experience and damage brand reputation – and even cause customers to abandon sales altogether. Not every brand is equipped to deliver. How can retailers adapt to make sure they’re ahead of the pack?
The contact centre sits at the heart of many organisations CX strategies. Cloud-based solutions offer many advantages: commercial flexibility, access to more innovative functionality to enable automation, key data insights and more. However, preparation is key – transformation is complex because it involves transferring and optimizing ongoing operations, existing workflows and contact flows. Download the Atos Unify Whitepaper. It provides important steps and checklists to help assess your readiness and prepare to transform.
Webhelp has announced the appointment of Samantha Williams as MD, Client Solutions. Samantha, who has considerable experience in driving large transnational deals across the CXAAS & SAAS, BPO industry, has worked with many UK and global organisations, so is well placed to deliver a new perspective and innovative customer experience solutions, in line with Webhelp's growth strategy.
This new report from CXFO Foundation Partner, CCI Global, provides an overview on the topic of ‘Untapped Talent Pools’ in Africa – a quick read, the report gets straight into some of the key benefits of outsourcing within the region.