Tag Archives: omnichannel

Outsourcing in 2017? Industry predictions

Silvia Planella/ January 13, 2017

If you are planning to outsource in 2017, take into account our three main predictions: The outsourcing sector is dynamic in that it evolves with time to match industry developments. Additionally, outsourcing strategies are constantly adapting to deliver the most affordable and efficient services. We evaluate changes in the customer service sector and outsourcing trends in customer-centric businesses on a

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Top Trends For Call Centre’s in 2016

James Purcell/ January 11, 2016

What Customer Service providers should expect in 2016 As we leave one year and enter into another we must look forward and identify developing trends in our field. Contact centres are shaped and moulded by customers, technology, the financial climate, sector changes, social media and more. These factors mean that call centres need to continuously evolve and you can do this by identifying

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2015: The Omni channel Occupation of Customer Service

Silvia Planella/ February 17, 2015

The numbers of customers who buy online are increasing and will continue to increase. This is no revelation, but it does mean that customer service and call centres alike must move with the times to offer multiple channels for customer queries. Where Do Customers Begin their online Journey? According to research done by Telco 2.0 Research, 65% of customers start

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Contact Centre: Omni-channel, Multi-channel and Single-channel

Silvia Planella/ October 4, 2013

“Omni-channel” – is this phrase “the next big trend”? Where has this new trend “omni” come from and why are we been confronted with these new concepts and challenges. We thought multi and omni meant the same thing. Is there really a difference?