Robust workforce planning ensures you keep your customers satisfied — but it isn't easy to get it right. In this blog we discuss the four pillars that all organisations need to have in place.

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The best thing about wrapping up the year is the space we get to reflect on the year gone by and the year to come. As I started to write a predictions post for 2017, I found myself taking stock of my predictions last year, and where they had ended up.

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At Stellar, we are excited about formally branding a long running service we’ve provided to clients. Stellar Evolve is our consulting division, designed to help clients transform their customer experiences through comprehensive customer strategies and contact centre optimisation. Having reflected on all the advice we have provided over the years, we thought it would be instructive to ask one of our consulting directors to provide some recommendations around how to best use consultants.

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As an outsourcer, we see a lot of requests for tender/proposals and the quality and clarity of these can vary dramatically. There are a lot of common mistakes that make it very difficult for companies wishing to outsource to get a real understanding of their options and even the potential costs of outsourcing.

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