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TELUS International Europe: Three ways travel and hospitality contact centers can localize the customer experience

Flight delays. Booking or check-in problems. Regional, cultural and linguistic differences. The travel and hospitality business can be a perfect storm for contact centers offering both added challenges and unique opportunities

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TELUS International Europe: How travel and hospitality brands are using data to improve the customer experience

From airline bookings, to hotel check-out, to the various customer service interactions that take place along the way, few industries have as many customer touch points — and expansive customer data — as the travel and hospitality business

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TELUS International Europe: How fast-growing companies can use outsourcing to scale business

In order to scale business efficiently, fast-growing companies need to be agile and smart with time and resources

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TELUS International Europe: Turning a satisfied customer into a loyal customer – Q&A with a hospitality expert

Leonardo Inghilleri literally wrote the book on customer service in the hospitality industry - and an international bestseller at that.

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TELUS International Europe: How Millennial call-center agents can better serve the aging population

With the number of seniors expected to reach 20.9 percent of the population by 2020, call centers are being increasingly confronted with the challenges of serving an aging population.

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TELUS International Europe: Launching your first customer support outsourcing project? Avoid these eight pitfalls

When properly planned, outsourcing your customer support can bring a boost to your business. It can help expand operations, reduce costs and even improve customer relationships

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TELUS International Europe: Four questions start-ups should ask when considering contact center outsourcing

Success can happen fast in the tech world. Six years ago, Snapchat was just a young start-up that made a time-sensitive messaging platform. Now it's valued at $20 billion

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TELUS International Europe: How to defuse a difficult customer service situation with email support

The following contains excerpts from TELUS International's white paper "The workhorse of the contact center: Optimizing email for the modern customer service environment." Download the free paper to find out how to make the most of your email support program

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TELUS International Europe: More proactive, personalized customer experience, thanks to the Internet of Things (IoT)

Industry research is apt to say we're on the cusp of a future full of "smart" devices — that is, billions of everyday items embedded with wireless internet connectivity

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TELUS International Europe: Fintech for the aging population: What to consider when developing more age-inclusive apps and customer service

There's a seemingly infinite number of mobile and desktop fintech applications that have hit the market over the past couple of years, offering platforms that run the gamut of financial services — promising better wealth management, smarter investing, lower interest rates and management fees, easier charitable donations, peer-to-peer payments and more

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TELUS International Europe: Three considerations when outsourcing your voice-based customer support

When you think of contact center outsourcing, what's the first image that comes to mind? Chances are, it's one of those shiny stock photos of smiling agents talking on headset-style phones.

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Three areas where fintech start-ups are revolutionizing the customer experience

With advancing technology and increasing customer expectations, it's getting harder and harder for traditional banks and financial planners to stand out from the crowd in the minds of consumers

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To chatbot or not? Can automation boost response time and consumer trust?

Imagine this common scenario: A dissatisfied customer takes to social media to complain about receiving terrible customer service from a brand

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In a connected world, agent experience drives customer experience - guest post by IDC and TELUS International Europe

Guest post by Mary Wardley, Vice President, Customer Experience: Customer Service and Contact Center Solutions, IDC IoT initiatives are on the rise. As organizations embrace this game-changing technology, it continues to impact their ability to compete effectively in a digital worl

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Building on a career

How do you build a career in the new world of tech and computer science? How do people of so many skills and nationalities find their place in the same work ecosystem? How do they manage to individualize themselves so they can evolve and move up in their career?

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Five of the biggest technology decisions and trends facing contact centers today

Technology is enabling contact centers to do more than ever, but disruption rarely fails to bring about a new and unique set of problems. For the customer, incredible things can happen when service and technology work together in concert. Yet there are decisions to be made along the way, and it's up

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Brexit – the potential impact on global mobility of workers - OT print issue

On 23 June 2016, the UK voted to leave the European Union (EU). Prior to the referendum, there were questions over what a possible "Brexit" might mean for employers, and in particular, employers of globally mobile employees. Now that the result of the referendum is known, there is a renewed focus on what this will mean

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Brexit and the Romanian education

Much ado about nothing, the Brexit had clear signs even before the referendum.

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The evolution of the call center

Call centers have not always had an exceptional reputation. Some still believe that they are the perfect incarnation of Taylorism, emphasizing productivity and efficiency at the expense of employee engagement. This however is a very simplistic and rather obsolete point-of-view considering that a rev

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Study reveals how to get outsourcing relationships right – Jeffrey Puritt

Time. Money. Energy. When you're investing significant resources into your Business Process Outsourcing (BPO) relationship, you want to ensure you're getting the most value from that partnership.

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Omnichannel: 4 pillars of a purposeful omnichannel customer service strategy

Adapted from a keynote presentation at Cisco's Driving Customer Loyalty in a Digital World event

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Customer Satisfaction: The key to innovation and sustainable profitability

How to best measure customer satisfaction remains a hot topic in the field of customer relationship management, writes Gregoire Vigroux, marketing director Europe, Telus International.

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What are the risk areas in the ITO process

Regardless of its definition, IT outsourcing is a type of business operating strategy that will, sooner or later, significantly influence a reorganisation of corporate operations. It is not without significance that I use the word reorganisation here.

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How to protect your Romanian company against managerial abuse

About 4 in 100 companies registered in Romania filed for insolvency in 2015. Concurrently, the insolvency rate in Romania is the highest in Eastern Europe, with an increasing number of companies of 1 mil. EUR and above (in revenue) undergoing such procedures, says Horatiu Brisc, Associate, ONV LAW.

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BPO services can differentiate using predictive analysis

There are several BPO providers who have come to realise the value of being able to mine out useful information from the huge volumes of transactional data they handle every day. In the long run, the quality of services provided by a BPO can be greatly differentiated using predictive analysis.

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Outsourcing can take the risk out of the productivity puzzle

Tony Hague explains why outsourcing could hold the answer to increased productivity.

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Romania: corporate vs. state int'l country brand image promotion

The tragicomic situation of the two refugees from Syria bursting into tears when found out they accidentally have reached Romania, and not Serbia or Hungary is reflecting a much broader image.

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The Polish lesson: 470 Global BPO and Shared Service Centers

The fact that businesses require increasingly globalized outsourcing solutions is beyond question. These days, some companies are "born global", others achieve globalism or have globalism thrust upon them.

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Risks and benefits in IT outsourcing

CIOs are under increasing pressure to execute new technological demands on ever-tighter budgets.

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Outsourcing security: What small businesses need to know

Forecasters predict that the booming managed security service provider (MSSP) industry will grow from $8 billion in 2015 to $30 billion by 2020.

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UK: Outsourcing is leaving public sector bodies financially exposed

The trend towards ever-greater outsourcing is putting vital public services in the hands of potentially unstable conglomerates but leaving public bodies with the asset risk, argues Colin Haslam.

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A visit to Chernivtsi, only 200 km away from Iasi, is a must

A visit to Chernivtsi (Cernauti, Ukraine, a former Romanian region) should be mandatory in the agenda of every HR manager, delivery manager, site manager in the ITC companies in Iasi and not only, writes Dan Zaharia for Outsourcing Today's Opinion section.

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Romania, a shining star of business services?

A shining star or not, Romanian outsourced services industry starts to grip in the developed cities: there’s no more talent to hire.

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Despite the crash, the next Silicon Valley is in China

A spectre is haunting Silicon Valley - the spectre of a Silicon Dragon. These may be tough times for the Chinese economy, the tech city of Shenzhen is playing its fiddle as Rome burns to the ground.

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Shared service centers and information management: A mantra for success

In today’s robust and competitive business environment, organizations are constantly looking at streamlining business processes to derive greater business value, writes Vivek Naidu for dqindia.com.

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Take a closer look at your competition

Typically, when faced with this question, we list those companies that offer similar product and services. Most of these competitors are brick and mortar companies. The landscape is changing and more and more companies are seeing big returns online. Inbound marketing is taking off and companies need to find ways to bring people to their content, writes Brent Pohlman for http://www.business2community.com.

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Opinion, Dan Zaharia: The office buildings become the new factories of Iasi

The office buildings are becoming the new factories of Iasi, the software and outsourcing factories for the entire community in the city.

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NEWS
Stefanini officially launches the office at Chisinau

IT solutions provider Stefanini announced it officially launched its office at Chisinau, in the presence of local representatives such as Sabin Gîrlea, Operations Director for Application Development division

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Computaris Romania hiring over 30 engineers for Bucharest site

Computaris Romania has achieved its Q1 2017 plans to hire more than 30 software engineers, exceeding 100 people at its Bucharest site.

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Zitec expands at Brasov and plans to hire 20 IT professionals by the end of this year

Romanian software company Zitec recently announced it has opened an office in the central city of Brasov, where it plans to hire 20 by the end of this year.

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Ericsson and Skanska trial IoT for Smart Buildings

Skanska, the world leading project development and construction group, has initiated an Internet of Things (IoT) trial with Ericsson for Skanska Commercial Development Nordics.

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Skanska started the workings at Campus 6, its newest project locally

The official ceremony joined local officials, such as Gabriel Mutu, mayor of bucharest's sixth district, Aurelia Luca, Country Manager Skanska Property România, Katarzyna Zawodna, Business Unit President Skans

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Deloitte Romania: learning and career development, high up on the business and HR agenda

Driven by the frequent change of the professional competencies required to perform at work, lack of experienced candidates and employee's desire to develop professionally continuously, learning and career devel

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Softelligence to hire 100 by end-2018

Romanian business software company Softelligence recently announced it plans to hire 100 developers by the end of next year in its software engineering office in Craiova.

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Cosmin Pătlăgeanu, Marketing Manager, Luxoft România is the new president of ABSL

The Association of Business Service Leaders in Romania (ABSL) announces the naming of Cosmin Pătlăgeanu, Marketing Manager, Luxoft România as the organization's new president.

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PIN MAP IASI: The first business map of Iasi is launched

After a team effort of over half a hear, the team of The PIN Map project announced it is launching the first map of the offices in Iasi - PIN Map Iasi (www.pinmapiasi.ro), within a press conference hosted by Ia

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UiPath Automation Academy RPA-certified 500 users in April

One year ago, UiPath offered RPA free for individual users, education projects and small to medium businesses. UiPath Community Edition has been a great success, and their Community Forum now hosts a growing nu

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EDITOR CHOICE
TELUS International Europe: Three ways travel and hospitality contact centers can localize the customer experience

Flight delays. Booking or check-in problems. Regional, cultural and linguistic differences. The travel and hospitality business can be a perfect storm for contact centers offering both added challenges and uniq

 Read Full article »
Romanian Outsourcing Awards for Excellence 2017 applauds its Winners!

Outsourcing Today, the integrated communication platform of the business services sector and The Diplomat – Bucharest is honored to praise its winners awarded at The Third Edition of Romanian Outsourcing Awar

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Romanian Outsourcing Awards for Excellence 2017 - Finalists Announcement

Outsourcing Today, the integrated communication platform of the business services sector and The Diplomat – Bucharest, present the Third Edition of Romanian Outsourcing Awards for Excellence, on May 11, 2017

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