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Sykes’ Clearlink: Selling in the New Digital World
Dec 08, 2016, by Ivan KotzevThree watershed moments in online sales and support happened in November and went somewhat under the radar. At the beginning of the month, StatCounter reported that mobile surpassed desktop browsing for the first time at a global level. Then for the Singles Day in China, e-commerce retailers JD and Alibaba not only announced record sales, but the latter opened up the event internatio[...]
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Genpact Assists Client in Targeting 10x Process Improvement, Applying Design Thinking to Order Management
Jul 12, 2016, by John WillmottWithin its Lean Digital approach, Genpact is using digital and design thinking (DT) to assist organizations in identifying and addressing what is possible rather than just aiming to match current best-in-class, a concept now made passé by new market entrants. At a recent event hosted at Genpact’s new center in Palo Alto, one client speaker described Genpact’s approach to [...]
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Digital & Video Chat Growth on the Horizon for CMS in High Tech
Jan 14, 2016, by Vicki JenkinsNelsonHall’s latest Customer Management Services market analysis report, ‘Targeting CMS in High Tech’, identifies the need for increased customer service quality as the number one market driver. This is followed closely by cost reduction in second place, with increased revenue generation (through subscription sales, renewals, and paid-for technical support) third. The report a[...]
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Convergys’ IC Division Takes Entrepreneurial Approach to Pricing & Analytics
Jun 03, 2015, by NelsonHall AnalystNelsonHall recently visited one of Convergys’ Intelligent Contact (IC) centers in Belfast, Northern Ireland. IC originally started life as LBM in 1996, then was acquired by Stream in 2013, which was itself acquired by Convergys in 2014. IC is a specialist sales division of Convergys, consisting of agents across multiple centers in Belfast and Greater Manchester, performing a mix of outb[...]
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Will WAHA Come of Age in 2014?
Jan 22, 2014, by NelsonHall AnalystWork at home agent (WAHA) CMS BPO specialist Arise Virtual Solutions announced this week it is hiring 6,500 WAHAs (who will be equivalent to 3,250 FTEs) across Arizona, North Carolina, Texas, Michigan and Virginia. This marks a turnaround for Arise after what was a difficult 2013 marked by loss of volume in some key contracts and delays in new signings. These hires will represent a 26% increase[...]
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BT and Dolby launch BT MeetMe with Dolby Voice
Oct 16, 2013, by Mike SmartNelsonHall recently attended a briefing with BT in which it launched MeetMe with Dobly Voice, into its audio conferencing service. BT MeetMe with Dolby Voice aims to improve the ease of conferencing calls by: Improving the audio quality – audio will use a high quality Dolby codec ‘of reasonably similar size’ to competing conferencing systems Voice Separation &[...]
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