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TELUS International: How to keep customers front and center when scaling your business

Learn how to ensure the customer experience grows in tandem with your company's products and services

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TELUS International: Meeting Millennial traveler needs: Lessons from the sharing economy

Discover the Millennial travel demands reshaping the industry and building brand loyalty in the process

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TELUS International: Four reasons why artificial intelligence belongs in your customer service strategy

Discover how artificial intelligence is helping contact centers deliver a more effective and engaging customer experience

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TELUS International: Discover some top ways brands can leverage speech analytics to improve the customer experience

Key Takeaways Speech analytics provides actionable data from voice-based customer interactions that can be used to improve service delivery. Improving the customer experience starts with an analysis of agent performance. Implementing speech analytics with a particular goal in mind, and staying focused on the objective, will increase the likelihood for success

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TELUS International: Chatbots - The pros and cons of automated customer service

Learn what key factors to consider before introducing chatbots to your customer service strategy

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TELUS International: How to deliver winning mobile gaming player support – tips from industry experts

For a long time, the Nintendos, Segas and Sonys of the gaming world were king — but the rise of the smartphone opened the door to a new ruler: mobile games

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Why AFI Tech Park is the best value for money office project in Bucharest(P)

Based on the insight that location is a strong criteria employees take into consideration when choosing their workplace, AFI Europe Romania is currently developing AFI Tech Park, the newest office destination in Bucharest, in the area of 13 Septembrie and Tudor Vladimirescu Boulevards, developed under the motto "Time is money, don't spend it in traffic! "

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TELUS International: How fintech companies are attracting Gen Z through customer experience

Learn how fintech companies and traditional financial institutions are using an enhanced customer experience to capture the attention of Generation Z

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TELUS International: How customer service significantly improves with diversity in the workplace

Discover how cultivating a diverse workforce helps companies enhance their brand, attract top talent and deliver exceptional customer service

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TELUS International Europe: Why customer self-service is crucial for gaming player support

Learn four ways to deliver exceptional self-service player support to gamers

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Marian V. Popa, GM of DB Global Technology: Knowledge is absolutely necessary as the operating system of our activity

Romania has definitely established itself as "the" European destination of outsourcing – no matter if we speak about services, support or application development. The pace in which new companies are being set up or are extending is growing, hence the pressure on the market is growing as well.

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Andrei Romanescu, Managing Director of Veeam Romania: Outsourcing sector, a decade evolution

Since the early 2000s, this sector has grown at a significant rate (about 20-30% per year). The industry has evolved from focusing on cost and labour arbitrage to adding value – therefore the growth is not solely quantitative, but it is also a growth in terms of the benefit provided to the customers.

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TELUS International Europe: Discover how successful smart-home providers deliver exceptional customer service

Key Takeaways

• Internet of Things (IoT) connected home devices are making the contact center and customer service more important than ever. • A friendly approach and positive attitude are important, but there's no substitute for a deep knowledge and understanding of the technology • Look for opportunities to utilize consumer data from smart-home usage for a greater level of customer service

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TELUS International Europe: Enhancing customer experience in the hospitality industry

In an era of growing personalization and concierge support services, a European hotel chain is doing away with doormen, concierge, room service and even the little chocolates on your hotel room pillow

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TELUS International Europe: Improving customer satisfaction in the airline industry – lessons from Southwest Airlines

At a time when the airline industry has been plagued by one PR disaster after another, it may come as a surprise to learn that airline customer satisfaction has actually reached its highest level ever, according to JD Power

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TELUS International Europe: Three ways fast-growing tech companies can optimize their digital CRM

For many fast-growing technology companies, customer experience is at the heart of building a competitive advantage. And in the digital era, digitized customer support channels are absolutely key to delivering service that's comparable to larger and more established industry incumbents

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TELUS International Europe: Three ways tech unicorns are prioritizing customer service as a differentiator

There are just over 190 young tech companies in the world that are valued at more than $1 billion. But achieving ‘unicorn' status doesn't come without challenges. After all, the name describes a mythical and rarely caught creature

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TELUS International Europe: In the global war for talent, CSR goes from ‘nice to have' to ‘must have'

Building a corporate social responsibility (CSR) strategy that truly impacts the vision and direction of a company can be a vital component of business success in the 21st century

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TELUS International Europe: How JetBlue keeps its (customers) cool in a crisis – Interview with JetBlue's customer commitment manager

This interview is from Issue 3 of Customers First magazine – sharing global insights on customer strategy and innovation in the travel and hospitality industry

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TELUS International Europe: Assessing omnichannel customer service readiness with our new Everest Group checklist

Omnichannel is often described as the Holy Grail of customer service. By providing customers a seamless interaction at all touch points in their journey, contact centers transform from cost centers to revenue drivers, gaining impressive top-line growth and customer loyalty in the process

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TELUS International Europe: Leveraging technology to deliver a high-touch customer experience

Whether a company is a start-up, an established brand or somewhere in between, Webit Festival Europe had something for everyone. One of the largest and most influential digital and technology events in Europe, this year's theme was ‘re: Inventing Europe's Future.'

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TELUS International Europe: How big banks and fintechs are working together to innovate the customer experience

Comparing financial technology (fintech) companies to legacy financial institutions can invoke an image of David and Goliath. Fintech firms may be small, particularly when compared to the established titans of banking and financial industries, but they're certainly fierce

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TELUS International Europe: The convergence of customer service and digital marketing/NewGen technologies: What does it mean for businesses?

Technology shapes the way we educate, communicate, conduct business and advance science, all while maintaining significant influence on the global economy. But the way we engage with technology is changing

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Preparing for the new future

Business shared services in Romania is by nature a flexible, mobile and diverse community and in this context, local markets develop their own particularities to address the global changes, to adjust to new demands and beat various challenges.

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EY: Work-life balance has become more difficult to be managed by one third of full-time employees in 8 large countries

EY's global survey of full-time workers in eight countries finds that one-third say managing work-life has become more difficult, with younger generations and parents hit hardest.

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Thierry Blain, SG EBS: Bringing teams to the next level

The journey of Societe Generale European Business Services began with the need for a strategic location to sustain and transform European operations of Societe Generale Group. The purpose was, from the early days, to deliver high-added-value services in various fields of activity for France and European entities of the Group. Since its creation in early 2011, SG EBS encountered a very fast growth to reach 1000 employees after less

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TELUS International Europe: Issue 3 - Customers First magazine! Strategy and innovation in travel and hospitality

The third issue of our Customers First magazine is now available! The latest edition is all about travel and hospitality, featuring insights from industry experts and top brands like JetBlue, Turo, Joie de Vivre, Lux* Resorts and Hotels and more. Grab the PDF. Or read it online  Read Full article »

TELUS International Europe: How the travel and hospitality industry can get ahead with omnichannel customer service

For companies in the travel and hospitality industry, having an omnichannel strategy is becoming critical to compete in a complex market of both traditional and high-tech players

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TELUS International Europe: Why tailoring customer service to Millennials and Baby Boomers is key for travel and hospitality

Personalization is no longer a gentle undercurrent for businesses looking to compete in today's fast-paced marketplace; it's more like a rip tide threatening to pull those who are too slow to adapt into an undertow

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TELUS International Europe: E-book: How to select the right Key Performance Indicators (KPIs) in the contact center

Modern technology has given us the ability to quantify almost every action, including those taking place in the contact center. By monitoring and measuring business activities, companies have a greater ability to control costs, manage their workforce and ensure an exceptional customer experience in every interaction

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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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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
The most appreciated companies from the outsourcing industry, awarded at ABSL Gala 2018 Romania

The most appreciated companies in the outsourcing industry were awarded last night, at the ABSL Romania Awards Gala, a recent announcement of the company stated.

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Cybersecurity Tech Accord: 34 leading companies sign pledge to fight cyberattacks to promise equal protection for customers worldwide

Companies across every layer of internet communication vow to defend against misuse of their technology; promise to protect all customers regardless of nationality, geography or attack motivation.

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Accenture study finds 87 percent of focused cyberattacks are prevented

With ransomware and distributed denial of service (DDoS) attacks on the rise, the average number of focused cyberattacks per organization has more than doubled this year compared to the previous 12 months (232

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Romanian software group expands to Bulgaria

Romanian group Global Technical Systems, which specializes in software development and providing technological solutions for building efficiency and security infrastructures, aims to double its turnover this ye

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Vodafone Survey: Romanian youngsters would rather work for themselves, than for a company

Romania ranks first in terms of percentage of youngsters who would rather work for themselves/be an entrepreneur than for a company, with 51 percent expressing this preference, according to Vodafone survey.

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Bucharest office market: Over 30 per cent of the demand came from the companies that moved from old buildings in modern projects

Companies have rented in the first quarter almost 70,000 square meters of office space in Bucharest, one third of the demand came from companies that formerly had its headquarters in old, small buildings or in

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ABSL Romania: The Business Services sector has thousands of jobs available for young professionals

The Association of Business Service Leaders in Romania (ABSL) announces thousands of positions available for young professionals with little to entry-level experience in the business services sector. Accounting

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Zitec rents 1,700 sqm at Vastint's Timpuri Noi Square

Vastint Romania has leased 1,700 sqm of office space to Zitec, in the mixed-use development project at Timpuri Noi Square in Bucharest, the developer recently announced.

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Ness Digital Engineering reached 100 employees in Timişoara and 2,800 sqm in the UBC 2 building in the Openville mixed-use project

In March, Ness Digital Engineering reached a 2,800 sqm area in the United Business Center 2 (UBC 2) building located in the Openville Timişoara development, after taking over a new floor of the office building

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Timpuri Noi Square awarded the highest LEED certification

Vastint Romania was awarded LEED Platinum certification for the first two office buildings of Timpuri Noi Square.

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» EXCLUSIVE: ABSL Timisoara - BPO and SS...
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EDITOR CHOICE
Romanian Outsourcing & Shared Services Summit: The need for dialogue of stakeholders

On March 22nd, at Athénée Palace Hilton in Bucharest, the Fourth Edition of Romanian Outsourcing & Shared Services Summit hosted the annual get-together of professionals in outsourcing and business shared ser

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The voting for The Brand of the Year 2018 in Outsourcing and Shared Services is now open!

Outsourcing Today presents the fourth edition of the annual Romanian Outsourcing & Shared Services Awards, the event that recognizes, rewards and celebrates the success of the most prominent companies acting in

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Romanian Outsourcing & Shared Services Summit: The very definition of millennials is change

Adapting to future workforce trends whilst balancing intelligent automation, digitalization, and millennial teams was one of the most discussed topic of the second session of the Fourth Edition of Romanian Outs

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