2020 was a challenging year for everyone. Yet it was also a period of opportunities to fuel innovation and turn over strategies in a matter of days or weeks rather than setting monthly or annual plans. According to Precisely, almost 90% of organisations have updated their customer experience (CX) strategies in response to the pandemic.
Over the last two decades, a range of factors have led many Australian businesses to offshore their contact centres. Unsurprisingly, COVID-19 has had a significant impact on this offshoring model, with the pandemic presenting both threats and opportunities to Australian businesses as they are prompted to reassess their external dependencies and risks.
Collectively, we are facing an unprecedented situation. With COVID-19 we are experiencing something that no one has seen before in our lifetime. It is affecting everyone from our families to our businesses and communities.
Since Fiona Whelan’s appointment as Managing Director in 2016 of CPM’s International Contact Centre in Barcelona, the company has gone from strength to strength. During this time, CPM Barcelona has experienced 300% growth and secured a multi-million investment to fuel business expansion into an additional site, creating over 1,000 new jobs for the region.
We came across an interesting perspective from Canstar Blue’s editor and consumer affairs journalist, Simon Downes. In the article: “The energy companies with Australian and overseas call centres”, Mr. Downes explores which Australians energy players have an onshore contact centre and who has an offshore service offering.
We are pleased to announce that we have partnered with public relations agency FleishmanHillard to support their new data-breach management offering. This involves helping current and future clients manage the new mandatory data breach notification scheme in Australia. CPM Australia’s contact centre will assist FleishmanHillard with our crisis hotline centres. Continue Reading…
Last year we lost a client – something I am not used to, something I take personally and something that bothers me. Since then I have spent time reflecting on what went wrong and how we need to be better next time. Continue Reading…
Today’s consumers are faced with more choices than ever when considering how they want to reach a brand. They’re more digitally connected, socially networked and better informed than ever before.
Consumers are saying it’s still so hard to navigate and resolve customer service issues. These growing number of touch-points has had the negative effect of widening the gap between brands and consumers.
Most organisations approach outsourcing as a way to reduce costs. Studies suggest around 70% of companies that enter outsourcing arrangements do so with a view to making cost savings¹. Continue Reading…