News Categories: In the News

Legal-Island interviews Laura Hourican, VP Human Resources UK

Published on legal-island.com Laura gives us an insight into her early career in people management, provides some examples of the good work that Firstsource are doing to attract and retain talent and explains how her family help her unwind and keep her going when things get tough. Name: Laura Hourican

Verint’s VP Customer Analytics discusses Firstsource’s unique NPS solution

As published on CIO Review India The way to maximize your invest­ment in analytics technology is based on how well you leverage your data and insights to make bet­ter decisions and take more effec­tive actions. Most successful ana­lytics projects combine several different analytics disciplines including descriptive, predictive and prescriptive analytics.

Industry views: AI, chatbots and banking

As published in MEF Bhupendra Gupta, EVP – Transformation & Product Engineering at Firstsource Solutions Automation and chat bots are the latest technology trends that banks are starting to exploit. Despite some well publicised incidents of bots backfiring, they nonetheless have an important role to play in shepherding customers on

Life Lessons: Rick Sturge, EVP Business Development at Firstsource

As published in Outsource Mag Rick Sturge is EVP Business Development at Firstsource Solutions, with over two decades’ experience in outsourcing and business transformation. We turned to Rick for the latest in our Life Lessons series – and received lessons aplenty. What has been the single most significant development to

Firstsource recognised as a Challenger in Gartner’s Magic Quadrant (Contact Centre BPO)

Firstsource recognised as a Challenger in Gartner’s Magic Quadrant  for Customer Management Contact Center BPO, Worldwide London, 30 March 2017: Firstsource Solutions, the customer experience expert, has been placed for the first time in the Challengers category in Gartner’s Magic Quadrant for Customer Management Contact Center BPO, Worldwide. This recognition comes

Robotic process automation – a new frontier in customer service?

As seen in IT Pro Portal Customer service has always been a key business differentiator. However, recent technological progress, greater consumer choice and eroding loyalty means the empowered customer will no longer stand for sub-standard experiences. As a result, the past few years have seen a renewed focus on the

Customer satisfaction: does your business measure up?

As published in BDaily Last month, the latest UK Customer Satisfaction Index was released. A bi-yearly national measure of customer satisfaction, the index draws on 42,500 individual customer experiences to benchmark customer sentiment among UK consumers across 13 sectors of the economy. The latest results are heartening for consumers and

Press Coverage: Q3 2017 Financial Results & Sky Deal

“Firstsource revenues go up 8.2% this quarter as the company makes $10.4m profit” Firstsource Solutions Limited have announced that they have experienced a revenue increase of 8.2% for the quarter ending December 31 2016. The company is one of the biggest private sector employers in Northern Ireland with over 1300 employees

Outsourcing industry predictions for 2017

As published in Contact Centre Club David Potter, SVP – Business Development at Firstsource Solutions discusses. In 2017, more and more businesses are putting the consumer at the heart of their organisations. In fact, a recent Gartner report has suggested that this year the majority of marketers expect customer experience to

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