Making shared services a success in the private sector
Our new white paper provides five key steps that you should consider before embarking on a shared services journey, to help you realise efficiencies and leverage economies of scale in the back office.
UK Outsourcing Index 2018 full year review
Government outsourcing spend reaches highest level since 2015
The public sector outsourcing market soared to a three-year high in 2018 as government organisations signed contracts worth £2.9 billion, according to the Arvato UK Outsourcing Index.
Harnessing voice tech popularity to deliver high quality customer service
Successful deployment of automated voice-based customer service channels relies on investment in employees as much as investment in technology, to create an experience that cultivates customer loyalty through convenience and quality.
What will the ecommerce customer service role look like in 2028?
Repetitive, high-volume enquiries will be handled by sophisticated, intelligent chatbots, leaving contact centre agents to work alongside Artificial Intelligence systems to resolve the demanding, judgement-based queries in a more personalised way.
How automotive brands can create a 360-degree view of the customer
Our new white paper provides strategies to help you integrate and make sense of your customer data, to give you the knowledge and tools to provide accurate, responsive and personalised customer service throughout the buyer journey.