What’s Next for BPOs in Energy Retail?
What’s Next for BPOs in Energy Retail? BPOs have arguably played a salient role in lowering energy costs for customers. Most retailers in Australia’s competitive markets have outsourced—and many have offshored—key functions, with cost arbitrage contributing to sharper pricing. However, there is an emerging challenge for BPOs not just to contribute but also remain relevant […]
Every Contact Is a Strategic Advantage—If You Let It Be
Every Contact Is a Strategic Advantage—If You Let It Be If you’re a COO, every decision you make balances cost, risk, and experience. And nowhere is that tension more visible than in the contact centre operation. Some years ago, I ran an operation where every contact generated revenue.It was fast, human, accurate—and profitable. But what […]
The past five years have reshaped Customer Experience (CX) more profoundly than any transformation program could.
The past five years have reshaped Customer Experience (CX) more profoundly than any transformation program could. COVID-19, the energy crisis, and the rising cost of living have forced a fundamental reprioritisation—by customers, regulators, and boards alike. In the energy sector, the shift has been seismic. We’re seeing it reflected clearly in contact centre volumes, complaint […]
Monetise the Second
Monetise the Second A few years ago, I led operations for the voice and text channel for a business offering directory assistance—white pages, yellow pages, and broader internet info. Customers paid $2 per call and $1.29 for a direct connection to the business or contact they were seeking. Calls were answered within 10 seconds—24/7, rain, […]
Tech-first. CX-first. Compliance-first…
Tech-first. CX-first. Compliance-first… What if the starting point was actually cost-optimisation—as a lens to enable all three? In most organisation conversations, cost isn’t always the headline.But it’s nearly always the driver—even when wrapped in transformation or customer rhetoric.Growth, revenue, market share, compliance, brand—each hinges on whether an initiative can deliver value for investment.And yet, cost […]
Why Operations Need More Than Just Transformation—They Need Optimisation
Why Operations Need More Than Just Transformation—They Need Optimisation Technology transformations are everywhere—necessitated by cost pressures, CX and compliance demands, and the rise of AI-driven efficiencies across the value chain. It’s an exciting time for innovation, but with all transformations come nervous times as well. The question that’s often missed in the drive for tech-first […]
“We want to reduce costs—but reviewing our outsourcing strategy isn’t the priority right now.”
“We want to reduce costs—but reviewing our outsourcing strategy isn’t the priority right now.” If that sounds familiar, you’re not alone. When cost pressures rise, most leaders instinctively look inward—optimising internal processes, cutting discretionary spend, and holding the line on new investments.But when it comes to outsourcing, the conversation is often shelved with familiar objections:🔹 […]