INSIGHT
Gain more insight about creating value for people and business
through experiences.
INSIGHT FROM KPSG
Gain more insight about creating value for people and business
through experiences.
Daily Contact Center Budget Optimization 2026: A Practical Guide to Efficiency Without Sacrificing CX
Managing contact center operational costs in 2026 can no longer rely on monthly or annual planning. Customer interaction patterns now shift daily—even hour by hour—making budgeting strategies must be agile, data-driven, and ready to adapt. This article summarizes how to optimize your daily contact center budget while keeping Customer Experience …
BPO: An Operational Efficiency Solution for Modern Companies
Every modern company faces the same challenge: maintaining operational efficiency without compromising service quality or losing focus on core business strategies. Amid constant pressure to innovate, accelerate processes, and improve customer experience, the BPO or Business Process Outsourcing model has proven to be an effective solution. BPO allows companies to …
8 Benefits of BPO Services to Enhance Customer Experience
Businesses are now expected to respond faster, operate smarter, and deliver better experiences to their customers. A great product alone no longer guarantees success. To stay competitive, companies are relying on Business Process Outsourcing (BPO) as a strategic way to improve efficiency and customer satisfaction. That is why more organizations …
How to Optimize Sales and Customer Service with a CRM Application
In an increasingly competitive business environment, companies are expected to deliver fast service while also driving sustainable sales growth. However, without an integrated system, many potential customers are missed, and workflows become inefficient. This is where a CRM application (Customer Relationship Management) plays a vital role. It helps companies manage …
Optimize Customer Experience with a CRM Application
A CRM application (Customer Relationship Management) has become one of the core components of modern business strategy. This system helps companies understand customer behavior, manage interactions across multiple channels, and create a consistent customer experience throughout the entire journey. In today’s business landscape, competitive advantage is no longer determined solely …
Building Your 2026 Contact Center Budget: ITO vs BPO
As 2026 approaches, many companies in Indonesia are beginning to re-evaluate their contact center investment strategies. Amid shifting customer expectations, advances in AI technology, and the growing pressure to improve operational efficiency, one key question arises: what is the best strategy for the contact center of the future — ITO …
Strategies for Managing Customer Service More Efficiently with an Omnichannel Platform
As modern businesses continue to evolve, customers now expect service that is fast, consistent, and available across multiple channels. They may reach out through phone, live chat, social media, email, or instant messaging apps, expecting the same level of responsiveness and quality in every interaction. This growing expectation makes efficiency …
Multi-Process HR Outsourcing: The Secret to Scalable Growth for Companies in Indonesia
Did you know that one of the most effective ways to optimize business growth is by managing Human Resources (HR) efficiently? One of the most powerful solutions to achieve this is by adopting Multi-Process HR Outsourcing (MPHRO). This solution not only enhances operational efficiency but also supports scalable and sustainable …
7 Ways to Maximize Live Chat for a More Productive Customer Support Team
Customer service moves fast, and customers expect instant answers. Speed and accuracy have become the cornerstones of great support, making live chat an essential tool for teams to deliver quick, solution-driven responses. However, simply activating live chat on your website is not enough. To truly boost productivity, businesses need a …
Live Chat: The Real-Time Solution for Modern Customer Service
Instant communication has become the new standard in customer service. Many businesses now rely on live chat as an efficient and responsive real-time communication solution. For customer service teams, live chat is not just an additional feature. It has become a key foundation for delivering an outstanding customer experience. Accessible …
Beyond Cost Savings: Strategic Value of BPO in BFSI
In a world that’s changing at an incredible pace, Business Process Outsourcing (BPO) has become an essential solution for players in the Banking, Financial Services, and Insurance (BFSI) sector. Its role today goes far beyond cost reduction — it delivers strategic value that helps BFSI companies transform and adapt to …
Delivering Smarter Customer Experiences in BFSI with AI Contact Centers
Providing standard service to customers is no longer enough — today, companies in the BFSI sector are expected to deliver Customer Experience that is faster, more personal, and more efficient. To achieve this, the right initiative is to optimize the contact center with AI-driven solutions. Why AI in the Contact …
