Demographic matching -- even 'psychographic' matching -- is increasingly likely to be used to connect customers with a compatible agent when they speak to call centre personnel. The idea behind ...

With increased market competition and the rise of challenger banks, traditional financial institutions must differentiate themselves by keeping, or even out-pacing, consumer demand and ever-evolving ...

We live in a world of call centres. Employment in call centres is still rising. In B2B markets, the call centre may be as large as a consumer call centre, or as small as a few desks. Whatever size ...

(Barbados Nation) Barbados and other Caribbean countries that have business process outsourcing (BPO) entities, especially call centres, with links to the United States (US) are being warned about a ...

The Philippines is emerging as the go-to choice for businesses that need call center services. Unsplash The Philippines has firmly established itself as a global leader in the call centre industry, ...

The second installment of this ongoing series details boss/worker relations at Manpower's National Recruitment Centre before and during a period of performance reviews, focusing in particular on the ...

When international brands look for the best places in the world to deliver exceptional customer service, South Africa is no longer a hidden gem. It is a proven global powerhouse. Over the past decade, ...