John Johnson | Guest Author on CX Central

August 16, 2026

March 15, 2018 Last Updated: June 29, 2021
John Johnson

The traditional call centre BPO margins model is quickly evaporating – We examine the current BPO challenges and provide solutions on how to survive.

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?
Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

5 tips on how to retain high performers in your business

September 2, 2015 Last Updated: July 15, 2020
How to manage a Team Leader’s time

June 16, 2021 Last Updated: July 28, 2021
Setting KPIs for Call Centre Team Leaders

October 7, 2021 Last Updated: May 25, 2025