Firstsource Blog

The best way to predict what the
‘next normal’ will look like is to create it

COVID-19 forced businesses into a ‘flight, fight or freeze’ scenario, and many have come out fighting. Companies have fast-tracked innovation in order to survive the challenging business climate they found […]

  Next normal
Is your mindset holding you back?

“The illiterate of the 21st century will not be those who cannot read and write, but those who cannot?learn, unlearn, and relearn.” – Alvin Toffler. Roger Bannister – The answer […]

A race to innovate: Challenger banks vs established players

“The financial services sector has been quick to take the lead in embracing technologies such as AI, machine learning, Robotic Process Automation (RPA), and data analytics. A Bank of England […]

Making insourced teams and contingent labour fit in with your culture

With unemployment so low, it’s hard to attract and retain people to work in contact centres. As a result, many centres are under-staffed, making scheduling difficult and hitting SLA performance. […]

  Managed Workforce Services
Looking to maximise RPA value? Combine RPA with third party tools and the human touch

One-third of activities in over 60%1 of occupations are routine and repetitive and can be automated, according to McKinsey. The amount of time that workers spend on such activities can […]

  automationrobotic process automationRPA
Why it makes sense to standardise processes before deploying RPA

Many companies design RPA implementations to support their ‘as-is’ processes, without evaluating or standardising the current process steps that are being automated. As a result, they achieve modest savings at […]

  business transformationrobotic process automationRPA
Challenger vs Established banks in AI, machine learning and data analytics

Few industries in the UK have been as quick as the financial services sector to embrace AI, machine learning, Robotic Process Automation (RPA) and data analytics. Highlighting progress in machine […]

  AIbankingBanking & Financial Servicestransformation
Embarking on a chatbot journey: The why, where and how

Without personalised attention, customer loyalty is hard to come by today. 63%1?of customers expect personalisation as a basic standard of service. Anytime, anywhere access to an unlimited array of choices […]

  business transformationchatbotchatbot strategydigital transformation
3 Tools to evaluate your progress on chatbots

Conversational platforms, such as chatbots, are rapidly becoming a popular medium of interaction between enterprises, customers and employees. Gartner predicts that by 2022, 70% of white-collar workers will interact with […]

  automationchatbotchatbot strategycustomer experiencematurity model
Going beyond traditional customer surveys and performance metrics with voice and speech analytics

When a customer service agent hears you say “I tried to find…,” “I searched your website”, “I was transferred….”, he/she may be unaware of your mounting frustration, but the voice […]

  analyticsdigital transformationspeech analyticsvoice analytics
60% of millennials use chatbots. Are you empowering or alienating them?

Millennials, a cohort of over 1.8 billion people, account for a quarter of the world’s population and have a combined spending power of $2.5 trillion. By 2025, they will comprise […]

Getting ready for the call deluge when Strong Customer Authentication hits customers

Strong Customer Authentication (SCA) means hard work for European banks looking to ensure compliance from day one. Come September, it’s going to mean some hard work for customers too. People […]

  customer managementStrong Customer Authentication
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