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Alorica Harnesses Technology to Engage Gen X, Y & Z Workforce
Apr 06, 2020, by Ivan KotzevHigh employee attrition rates are the norm in contact centers, with companies maintaining a constant recruitment, training, and onboarding pipeline. As generations X, Y, and Z come to represent the majority of the workforce, these new workers have different career aspirations, work values, and learning styles. For CX services providers with global delivery networks and demand for spe[...]
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Seizing the Automation Opportunity: Alorica’s Automated Discovery Process
May 28, 2019, by Ivan KotzevOne of the first stumbling blocks of business process transformation is identifying meaningful automation opportunities. A typical process will have a management consultant, system expert, or Lean Six Sigma specialist to monitor manual processes for a set time, collect performance data, and make recommendations. Companies supplement this assessment with executive ideation sessions, operational[...]
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Highlights from Alorica’s Analyst Day, November 2018 (vlog)
Nov 30, 2018, by Ivan KotzevIvan Kotzev shares highlights from Alorica's recent analyst day, including current CX initiatives and focus areas, business growth, and investment priorities.[...]
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The CX Workforce Challenge & How Vendors Are Responding
Aug 31, 2018, by Ivan KotzevIn February, industry veteran and CEO of SYKES, Chuck Sykes, commented during the earnings call on CX services market trends: ‘… in the U.S., at least in my time, there is no time in the company's history that I can recall seeing this level of labor challenge. And it actually is something that you're going to see in a lot of developed countries around the world.&[...]
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Alorica Aims for CMS No. 1 Spot in U.S. with Bets on LATAM & CX Transformation
Nov 28, 2016, by Ivan KotzevNelsonHall recently attended Alorica’s analyst day in Guatemala City for an update on strategic developments. Here I take a look at how Alorica’s EGS integration is progressing, at the company’s U.S. nearshore strategy from LATAM, and at plans to drive CX transformation through consulting and analytics. EGS acquisition: a path to the global CMS top 3 As we covered[...]
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