TOP TEN: (More) Outsourcing Insults

Way back in the summer of last year, we published a “Top Ten” list of some of the pithiest (more accurately, downright abusive) insults it had been my dubious pleasure to have heard over the course of my time in … Read More

Omnichannel communication: anticipating and satisfying customer needs

It’s hard to believe that customer care for many companies once meant printing a 1-800 number on the side of a product package. Consumer service expectations have exploded. Today customers want the right information, delivered at the right time, over … Read More

Is talent a severe crunch?

If there is any topic that evokes countless emotions amongst employers, governments and entrepreneurs anywhere today, it is about talent. Availability, scarcity, unemployability are synonymous with the concerns expressed. The constant argument one comes across is that businesses need to … Read More

Outsourcing in 2013: how did it look?

In terms of outsourcing performance, 2013 was a mixed bag globally, but the Europe, Middle East & Africa (EMEA) region continued to be the strongest performing market.

Globally, the first half of the year was disappointing and the last quarter … Read More

Open innovation: grasping the nettle

Innovation has become a familiar business buzzword, but ‘open innovation’ – looking beyond company boundaries for new ideas and inspiration – is a relatively new concept, and it’s something CEOs and business leaders should really start taking notice of.

It’s … Read More

Q&A: Stephanie Wilson, Firstsource

Stephanie Wilson is Executive Vice President, Operations at Firstsource Solutions Limited. We caught up with Stephanie to discuss trends in outsourcing (specifically from a customer contact perspective); the shifting on/offshore balance; the rise and rise of web chat and social … Read More

SMAC: the new business paradigm for enterprises in 2014 and beyond

Winning is a big deal. New-age winning enterprises differentiate themselves by introducing interventionist methods that drive new business paradigms. Social, mobility, analytics, and cloud (SMAC) are convergent forces that create a level field to entice and engage customers. The 21st … Read More

I am Robot: will RPA revolutionise the BPO industry?

The next big thing predicted for the BPO industry in 2014 is Robotic Process Automation or RPA. Robotic Process Automation is the next wave of innovation and will dramatically change the way business and BPO service providers deal with their … Read More

Service transition: delivering the promise

The contract has been signed. Champagne has been consumed. The hangover is over – or is it just beginning? It takes many organisations two years or more to get a new service up and running effectively. In these times of … Read More

Join Some of Rapide’s Biggest Clients and Enhance Your Customer Experience!

It’s no secret that the key to success in today’s competitive marketplace is to deliver an exceptional customer experience. But whilst many brands look to improve specific customer touch points, they fail to focus on what matters most … Read More