Tag: Mindpearl

Mindpearl Fiji 9 years on – Second Homecoming

I recently returned to Mindpearl Fiji and our wonderful Suva team for a two week stint, after a 3 year absence. Sure, I had been back intermittently for brief 72 hour visits, but not a deep dive into the workings and machinations of what is proudly now a large and complex international contact centre business. […]

Customer Service and Contact Centres – A Year in Review

Customer Service and Contact Centres – A Year in Review In the beginning of this year, the Dimension Data’s 2016 Global Contact Centre Benchmarking Report revealed four trends that would shape the contact centre industry for the next five years, namely: Customer analytics Integrated customer journeys Digital capabilities Personalised service offerings I thought it would […]

My top tips for good outsourcing contracts – How do you avoid the pitfalls?

My top tips for good outsourcing contracts – How do you avoid the pitfalls? By Karin Dale Deciding to outsource your contact centre is a key strategic choice which will affect your organisation in the medium and long term. Many pitfalls can be avoided with the right outsourcing contract. Whether you are putting a contract […]

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