A study at the conclusion of the peak shopping season 2020 revealed that 54% of retailers plan to outsource some or all of their digital operations. That number may be even higher now with preparations for this year's peak season…
In response to the dramatic increase in eCommerce demand beginning in 2020, a wave of new BPOs have popped up, recognising an opportunity to take advantage of desperate brands and retailers seeking support in the new digital-first retail environment. However,…
Just four short months ago, COVID-19 fast-tracked implementation of PFS’ work-from-home (WFH) customer care operations. Within two weeks of social distancing measures being implemented, the PFS team transitioned our on-site customer care operations to a new WFH model, and we continue to operate 100% remotely. We checked in with PFS VP of Contact…
This August, Debenhams announced its biggest loss in its 240-year history, £491.5 million. The iconic UK department store has since announced plans to close 15% of its stores. They are not alone. 2018 has been a year for major losses…
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