Tag: Mindpearl Culture

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. […]

Reflections of a CEO – People can make or break your business

Reflections of a CEO – People can make or break your business. A TV station in Kuala Lumpur recently interviewed me at our official opening in Malaysia and the journalist asked me a very pertinent question. ‘The 9 skyscraper buildings in this Business Park are empty besides Mindpearl. The proprietor said it was the quickest […]

The power of the Agent – The key to transforming your Customer Contact Centre

The power of the Agent – The key to transforming your Customer Contact Centre In the last 2 years we have seen a shift in the contact centre industry. As customer experience has become a more central focus, the correlation to employee satisfaction and retention has also become clearer. More and more companies are realising […]

The Impact of Leadership Training and Development on Frontline Staff and Customers

The Impact of Leadership Training and Development on Front Line Staff and Customers We have learnt from first-hand experience the impact leadership training can have on, not only front line staff, but the overall customer experience. This is a business concern we recently addressed within our own company and the results have been staggering. I’d […]

A greater focus on the people to achieve maximum value from outsourcing

William Pattison speaks about a greater focus on the people to achieve maximum value from outsourcing Outsourcing is largely a people industry. Our people are the livelihood of our business and their satisfaction is central to the success of our company.  I believe they are also central to the success of the outsourcing industry as […]

Workforce optimisation: Get the most out of your workforce, without working them to death

William Pattison, CEO of Mindpearl explains how a follow-the-sun philosophy has helped to maximise workforce optimisation. “I made a conscious decision to put people above all things, and it paid off commercially as well.” I believe to be successful at achieving maximum value from outsourcing, we need to invest in retaining key skills within the […]

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