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Opinion Pieces for Customer Service

5 considerations when selecting an outsourced customer service provider
by Dino Forte, Managing director and founder of outsourced, omni-channel, customer contact centre, Ventrica
Dino Forte, Managing director and founder of outsourced, omni-channel, customer contact centre, Ventrica provides some pointers on how to find the right partner for customer service.
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Back to reality – why SLAs must get closer to actual performance levels within managed services
by Fraser Bell, UK managing director, BSO Network Solutions
Evaluating how your outsourcer or managed service provider is performing.
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Managing talent: getting the ingredients right
by Paul Tooth, General Manager of HR and Payroll at Sage UK
Paul Tooth, General Manager of HR and Payroll at Sage UK advises how people are the beating heart of business
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Seven Strategies to Protect Customer Identities in a Work-at-Home Environment
by Marc Robinson, global director of product management, Sitel
Marc Robinson of Sitel offers seven strategies to be protect customer identities and confidential information when agents work from home:
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The age of uSwitch
by Sandeep Aggarwal, Executive Vice President of Intelenet Global Services, India’s second largest BPO provider
Sandeep Aggarwal, Executive Vice President of Intelenet Global Services, India’s second largest BPO provider, tells us why companies need to focus on retaining customers as much as luring new ones.
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Businesses need to pass the ‘trust test’ to stay competitive
by Philip Michell, Consulting Director, Vertex
Sharing data and insights represents a win-win for both customer and company – but only when there is trust between the two parties, says Philip Michell, Consulting Director at Vertex
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Give customer service a seat on the board
by Neil Anderson, Managing Director of Qcom
Neil Anderson, managing director of Qcom, a UK technical outsourcing company working across EMEA, argues that companies in today’s global market can only survive and be successful if they put customer service at the centre of their business.
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