Below you'll find a list of all posts that have been tagged as “BPO”
If there’s one thing a passenger hates hearing more than “Your flight has been cancelled”, its “We apologize for the inconvenience, but as soon as we have more information, we’ll let you know.” Most irregular operations quickly turn into communication disasters. And lack of information or incomplete information leaves passengers more frustrated with the airlines. A few months past, an …
The headlines this past month have been dominated by the airline industry and definitely not in a good way. A customer service industry at its core, airlines can ill-afford to have their brand reputation, service expectations and their crew rake in mistrust and bad press. From losing loyalty customers – customers filmed themselves destroying their membership cards live, to millions …
Companies today are witnessing a seismic shift in sourcing strategy for IT and Process management. The meteorical rise of mobile, devices and web services with an over-arching service-oriented architecture has reformatted the rules of communication. And for the Travel industry which is mapped with powerful competition and increasing operational costs; customer service has become an essential cornerstone to drive loyalty …
If customer is the king, then experience must be the queen of all offerings. Today 83% global organizations acknowledge that Customer Experience will be the competitive differentiator. In that, agility, connected experiences and speed-to-market depends on data and its availability to the teams and crews who front-end the services of travel. Travellers engage with multi-channels that give organizations opportunities to …
Digitization has provided untapped opportunities for travel providers to strengthen relationships with their customers in home markets, across the region, and around the globe. In that, certain regions are seeing a growing “smart” evolution with regard to lifestyle and particularly in travel. And in the center of it all is Asia. With over a billion travellers, the fastest adopters are …
Customer service is entering a new era and by that count BPM is evolving not only its offerings but the environments where it is applied. In IGT’s 2015 ‘Travel Trends’ predictions echoed Gartner’s report that in 5 years the BPM will see certain manual jobs automated by robots (RPA), for digitally powered businesses. And BPM Big #3 are responsible for …
Early this year, the US East coast was engulfed in a severe snowstorm, labelled as one of the biggest of the century. Services were mobilized, warnings were sent out and cities were on high-alert. Governments and corporates worked to minimize damages, while companies changed strategies to maintain a competitive advantage. So why the reference to weather? Its another example of …
By Vipul Doshi, The outsourcing model has undergone several changes over the past few decades. At the turn of every decade, with increasing complexity and competitiveness in the IT-BPO industry, outsourcing models have witnessed transformation in order to deliver value to clients. I recently spoke at the Global Services BPO Summit 2012 where I was asked to set the tone …
In my last post I spoke about the changing role of a CEO and how this shift in paradigm has sparked the spirit of innovation amongst young leaders. However, a recent discussion at a summit, made me understand the finner nuiances of this shift. Over the course of time, it is not just the change in leadership and innovation approach, …
