The global market for shared and outsourcing services is evolving under the influence of innovative technology that is changing the nature of the Business to Customers (B2C) model. For the country like the Philippines that has a rich history and still thriving destination for allocating customer service and support as roles, the new landscape that […]
Despite a challenging year where BPO investments have fallen short of projections for the second straight year, the Information Technology and Business Process Association of the Philippines (IBPAP) remain positive as 2017 draws to a close. IBPAP’s president and CEO, Rey Untal echoed the association’s positive outlook due to a number of encouraging signs such […]
The concept of the contact center has been around for many decades. What was mainly started as mission control in the United States’ nationwide emergency response departments, businesses have steadily adopted its concept to service customers. From the traditional setup of a telephone operator with a dedicated hotline, its concept evolved into a service oriented […]
