One of the concepts that has been catching and holding my attention in recent years is Future Readiness. Future Readiness refers to the readiness […]
Pedro Empis
Business Director @
Portugal |
Business Director @ Randstad Portugal – O Pedro Empis conta com mais de 20 anos de experiência no setor da Experiência do Cliente, particularmente no vertente de outsourcing, onde desempenhou diversas funções. Actualmente é business director do Outsourcing e membro do Comité Executivo da Randstad Portugal. Tem vasta experiência no sector, em negócios BPO, nearshore e shared service centers. Implementou Programas de Certificação de Qualidade e lançou diversos Contact Centers em diferentes clientes e modelos de negócios, em ambientes nacionais e internacionais. Acredita que o sucesso do sector depende fundamentalmente da valorização dos seus profissionais e da capacidade de adaptação dos vários players do mercado. Tem formação de base em engenharia e conta com um programa avançado em Customer Service no ISCTE, Gestão Estratégica na Católica Lisbon, Senior Executive Program TIAS e INSEAD e Leading Transformation na London Business School.
Posts from Pedro Empis
When we want to transform the culture of an organization, much is said about how we transform behaviors. This makes sense because behaviors are […]
(26) Claudia Serra – Are internalization processes out of fashion? – YouTube […]
Attracting and motivating employees is one of HR’s major challenges. Although it is certainly not an easy challenge, this approach can help you succeed: […]
Ladislau Batalha: We spoke with Ladislau Batalha, founder of Lab Experience and blogger at CX Blog. Ladislau is recognized as passionate about the sector, […]
In marketing, the churn rate or cancellation rate is the percentage of customers who cancel service after a certain period. In the transformation of a […]
Statistics published by Eurostat tell us that 50% of Portuguese companies already have a presence on social networks, and we have seen these numbers […]
I recently read that adverbs are one of the most common classes of words we say in our lives, and that the most used […]
A couple of days ago I needed to schedule a doctors’ appointment, so I called my hospital. As usual, the called was picked up […]
Back in 2007, the term “hyperconnectivity” emerged to refer to the widespread and regular use of internet-connected devices. Looking back, we probably could not […]
Have you heard of Boreout? No, this is not a typo. It’s not Burnout, it’s really Boreout. It was the consultants Rothlin and Werder […]
