5 step change framework for BPOs and product Ideas!
In the last article, I argued how the winds within the wings of traditional phone-based BPOs are being stolen by…
Outsourcing and BPO; the past and the future!
Outsourcing exists because economic inequality has been a persistent reality of our world, and as far as we can tell…
Service Design for B2B customers.
We discussed the intricacies of B2C service design in the last essay, thank you indeed for receiving it so well…
Service design for Indian consumers!
Plain sight is almost always anything but plain. “If you happen to be wearing red glasses then red flags do…
BPO : Yesterday, today and tomorrow!
‘Business process outsourcing’, expansion of a three-letter word, BPO: brings food on the table of millions of Indians. This industry…
Service in Pandemic!
9623 comments on the last article: Thank you indeed. Yes, I am guilty of not having responded to all of…
Bets on the Future!
As of 20th June 2020, reported and recognised COVID19 figures by the GOI, are 4,11,773 infections, 13,281 fatalities. To put…
Future Outlook: Indian BPO Industry
The article “Outsourcing 2.0, the future”, that I wrote on 24th of Feb 2019, has been generating a lot of…
You need Omni-channel & More!
The relationship between a customer and a brand revolves around a multitude of interactions that happens between them in the…
Glitter ≠ Gold!
All that glitters is not gold, this golden phrase applies to customer centricity just as much as it does to…