Firstsource recognised as a Challenger in Gartner’s Magic Quadrant  for Customer Management Contact Center BPO, Worldwide

London, 30 March 2017: Firstsource Solutions, the customer experience expert, has been placed for the first time in the Challengers category in Gartner’s Magic Quadrant for Customer Management Contact Center BPO, Worldwide.

As seen in IT Pro Portal

Customer service has always been a key business differentiator. However, recent technological progress, greater consumer choice and eroding loyalty means the empowered customer will no longer stand for sub-standard experiences. As a result, the past few years have seen a renewed focus on the consumer.

As published in BDaily

Last month, the latest UK Customer Satisfaction Index was released. A bi-yearly national measure of customer satisfaction, the index draws on 42,500 individual customer experiences to benchmark customer sentiment among UK consumers across 13 sectors of the economy.

“Firstsource revenues go up 8.2% this quarter as the company makes $10.4m profit”

Firstsource Solutions Limited have announced that they have experienced a revenue increase of 8.2% for the quarter ending December 31 2016.

The company is one of the biggest private sector employers in Northern Ireland with over 1300 employees across three sites in Derry and Belfast.

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As published in Contact Centre Club

David Potter, SVP – Business Development at Firstsource Solutions discusses.

In 2017, more and more businesses are putting the consumer at the heart of their organisations. In fact, a recent Gartner report has suggested that this year the majority of marketers expect customer experience to be their primary differentiator against competitors.

As published in Contact Centres

Out with the old, in with the new: what does 2017 have in store for the contact centre industry?

Rick Sturge, EVP Sales & Marketing at Firstsource Solutions discusses.

For businesses, with a new year comes new business goals, and renewed focus on the latest tactics and technologies that will be shaping the coming year.

The sourcing world is changing fast, embracing new technology and ideas while transforming business models. 2017 will be another twelve months of evolution in the industry. Sourcingfocus.com has been asking what people predict for the industry in 2017.

As published in Global Telecoms Business

James Eyre, VP of marketing at Firstsource Solutions, explores why customer experience is such an important part of boosting telecoms business today.

When it comes to customer satisfaction, the telecoms industry has faced significant challenges in recent months. Vodafone’s breach of consumer protection laws and the sector as a whole facing low scores in the latest UK Customer Satisfaction Index are both examples of the way that customer experience is shaping perceptions of the industry.

Published in MyCustomer

James Eyre, VP Marketing at Firstsource Solutions, on why customer experience is an integral part of consumer rights and how brands can give their customers the service they deserve.

As published in NetImperative

The rise of AI opens up a whole new range of possibilities for digital self-serve. Rick Sturge, EVP Business Development at Firstsource Solutions looks at how brands can prepare for the move towards AI, particularly on mobile.