Shannon Burch - Western Financial Group - Building CX Strategies For Smaller Or Established Companies
Shannon Burch is the Contact Center Director at Western Financial Group, based in Alberta, Canada. Shannon has deep experience of managing customer experience in Canadian financial service companies a...
20 Nov 202016min
Scott Newman - Transparent BPO - Multisourcing And The New Normal For BPO In 2021
Scott Newman is the founder and CEO of Transparent BPO. He is based in Maryland, US, although Transparent has extensive operations in the Philippines and Belize. In this episode, Scott talks about WF...
13 Nov 202024min
Ahmed Refky - Raya - CX & BPO In Egypt
Ahmed Refky is CEO of Raya Contact Center, based in Cairo, Egypt. In this edition we look at CX in Egypt and how the region has recovered from the Egyptian Revolution almost a decade ago. https://www....
6 Nov 202019min
Andrew McNeile - ThinScale Technology - Why WFH BPO Needs BYOD
Andrew McNeile is the Chief Customer Officer of ThinScale Technology, based in Dublin, Ireland. ThinScale was recently mention on this podcast by Michael DeSalles of Frost & Sullivan. This episode is ...
30 Okt 202014min
Pratik Salia - Knowmax - Knowledge Management and CX
Pratik Salia is the Senior Product Marketing Manager at Knowmax, based in Gurgaon, India. Knowledge Management is becoming a strong CX differentiator and Pratik has a unique insight with his product b...
23 Okt 202014min
Michael DeSalles - Frost & Sullivan - Covid-19 And The BPO Road To 2021
Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published a paper exploring how the BPO and CX industry is react...
16 Okt 202012min
Anny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In Mexico
Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US and Mexico. Is there an advantage to be working right on the border? Ho...
9 Okt 202028min
How Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)
In this episode we will hear from two BPO leaders focused on how the Philippines is recovering from the Covid-19 pandemic. Don Berryman is the Executive Vice President and Chief Commercial Officer of ...
2 Okt 202021min
