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Customer experience + Contact Centre Services

Why Transformative Outsourcing Is The Future

I sometimes attend conferences and events that are still just focused on the catch all strategy ‘outsourcing’. Of course, ten or fifteen years ago there was a fierce debate about the outsourcing of customer service processes because clients felt that the service experience was too close to their core to outsource and suppliers argued that […]

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Forrester Says European Customers Are Far From Satisfied

In her recent blog post Helen Murray discusses new research from the industry analyst firm Forrester that suggested that customer experience is the number one strategic priority for business leaders in over 70% of European businesses. However, none of them are succeeding in delivering an experience that the customer expects. Read more here.

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Webhelp Shortlisted for Three Awards at the 2016 European Contact Centre & Customer Service Awards

Leading global customer experience and business process outsourcing company, Webhelp, has been named as a finalist in three categories at this year’s prestigious European Contact Centre & Customer Service Awards (ECCCSA). With an expanded remit in 2016 the ECCCSA covers organisations representing more than 35,000 contact centres in 20 countries with around 4 million employees, making […]

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News & Insights

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News
Webhelp acquires Runway BPO

Webhelp reinforces its best-in-class nearshore portfolio Acquisition of Top Multilingual Customer Experience Firm Runway BPO Completed PARIS, May 16th, 2018 – Global leading BPO and customer experience company Webhelp has confirmed the acquisition of the majority of the share capital of top multilingual nearshore firm Runway BPO has been completed. Runway, which is headquartered in...

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News
Artificial Intelligence: a new era of transformation for customer relations

ARTIFICIAL INTELLIGENCE: A LEVER TO INCREASE HUMAN CAPITAL  (Catherine Fauchoux – Global Innovation Research Manager)   As European market leader in customer experience, we are conscious that Artificial Intelligence is going to transform our sector in a lasting way. Moreover, our...

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Case Studies
Insight Partnership with a Major Telco Provider

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Whitepaper
Digital Coaching: Retailer Feature

'Wouldn't you rather not call me?' Why the contact centre's biggest contribution to retail success is to drive contact online. Two years ago the global consulting firm Deloitte threw a cat among the retailing pigeons with its prediction that by 2020 physical stores would be replaced by...

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Blog
[Infographic] Transformation of Outsourcing: From the 60s to the present day

Outsourcing has well and truly transformed over the decades... From the first known 'call centre' in the 60s, to the Continental Airlines telephone booking system off the 70s, through to the multichannel options available on our mobile phones today... ...it's easy to see how customer...

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