Jeff Pappas - ESRP - Where Should You Locate A Contact Center?
Jeff Pappas is the EVP of Site Selection and Brokerage at ESRP, based in Dallas, Texas. Jeff has two decades experience helping companies select the best site for their business - including contact ce...
20 Touko 202130min
Annelien Marcus - Clarion People - Recruitment And The Modern CX Professional
Annelien Marcus is director and recruitment manager at Clarion People, based in London. In this episode she talks about the changing nature of CX recruitment and the skills needed to be a modern CX p...
14 Touko 202120min
Miya Knights - Retail And CX In The Post-Pandemic Next Normal
Miya Knights is the Director and publisher of Retail Technology, possibly the first dedicated retail technology trade journal in the UK. She is based in Brighton, in the UK. Miya is also the global co...
7 Touko 202119min
WFH: Securing The Future For Your Organization
Mark Hillary, from CX Files, published a new book this week (WFH: Securing The Future For Your Organization) co-authored with Andrew McNeile, the CCO of Thinscale Technology in Dublin, Ireland. Shelli...
30 Huhti 202125min
Alistair Niederer - TTEC - CX Is About Orchestration Not Outsourcing!
Alistair Niederer is the EMEA head of TTEC. He is based in London in the UK. Alistair has published several articles recently suggested that we need to redefine CX outsourcing - even dropping the term...
23 Huhti 202113min
Tugs Smith - ATAC Inc - The Value Of WFH Certification
ATAC is a Canadian based virtual service BPO. They have been a Canadian trailblazer since 2011 and have always focused on work-from-home (WFH) agents. Tugs Smith is the co-founder of ATAC and in this ...
16 Huhti 202115min
Peter Ryan : Ryan Strategic Advisory : Front Office BPO Omnibus Survey 2021 Results
It's that time of the year again! Ryan Strategic Advisory asks hundreds of CX decision-makers every year to talk about their most favored locations for BPO and other trends affecting the marketplace. ...
8 Huhti 202118min
Simon Dillsworth : Davies Consulting : Intelligent Automation; Striking The Balance Between Cost And Driving Customer Loyalty
Simon Dillsworth is the UK Managing Director of Davies Consulting (Davies Group acquired Ember Group - you may have heard Simon a year ago on this podcast when he was with Ember). In this episode, Sim...
1 Huhti 202118min
