Spreadsheets, checklists, and timelines – transition management sound like a technical function on the surface. But beneath its people who drive change, bear the impact and transform. Transition is about people. People are being onboarded, trained, aligned, and empowered. Every client launch, every new process, every cross-country collaboration passes through a careful rhythm of planning […]
Numbers don’t lie 39% of today’s job skills will be obsolete by 2030, according to the World Economic Forum. A new chapter has already begun in CX careers as the BPO industry is feeling this shift first-hand. Customers demand digital fluency, and companies want agility. Your learning must outpace change to sustain in the industry. […]
What can inclusiveness change in a workplace? An inclusive workplace can transform mundane daily tasks into shared journeys, where employees cherish their work instead of simply racing to complete it. Inclusive workplace cultures build stories: how a mentor listens and supports, how a team celebrates small wins, how an agent grows into a manager. In […]
Data tells a story, but only a few can truly interpret it. In the fast-paced world of global outsourcing, where decisions are made in minutes, accuracy and timing are everything. That is where the Business Analytics team steps in, transforming numbers into insight, clarity, and action. Meet Debasis Nandi, Assistant Manager, Business Analytics, at Fusion […]
“Bonjour… Hello! How can I help you today?” If you’re fluent in English and French and have a natural ability to connect with people, you’re already halfway to landing a bilingual call centre job in Morocco — and this is the perfect moment to join the industry. Because right now, Morocco isn’t just hiring. It’s […]
The call center is evolving, and so are its roles. Imagine this scenarios: In Cebu, a professional monitors a customer’s journey while a customer shops in an autonomous or cashier-less shop. In Kolkata, another teaches an AI how to respond with empathy in the local language. In Casablanca, a bilingual moderator ensures French-speaking communities stay […]