5 May 2019

VXI Philippines, wins Best Contact Center and BPO of the Year…Again!

Metrics that matter: employee retention How to meet your KPIs with the metric that matters the most  Voice of the customer. Sales Conversions. Average handling time. First-call resolution. These are just some of the key performance indicators (KPIs) by which we measure the success of contact centers today. But if your contact center struggles with…

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5 May 2019

Why impact sourcing matters for your business

Why impact sourcing matters for your business For a young woman in a remote village, where education opportunities are scarce, but employment opportunities are even scarcer – life is hard. Which is why when I’m presented with that frequently asked question, “What’s your proudest moment?” I’m happy to talk about a program known as Impact…

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4 Apr 2019

Four things that you need to succeed in China

Doing business in a new country is rarely a straightforward proposition. But consider, for example, the difficulties that two of the world’s largest companies – Apple and Amazon – have experienced in their forays into China. While Apple’s recent woes in China appear to be largely due to an inflexible product strategy, one of Amazon’s…

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3 Mar 2019

Why partnerships fail – and why yours shouldn’t

You have probably lost count of the number of responses, proposals or presentations that proclaim some version of these all-too-familiar war cries: “We work in partnership with our providers” “We are looking for a business partner…” There is no question that a true partnership can unlock immense value. But in reality, “partnership” is one of…

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