Customer service outsourcing: What we’re currently seeing in the market
The world of customer contact is changing faster than ever. During our presence at Zorg & ICT 2026 in Utrecht and Elevate ’26 in Amersfoort, one thing became clear: organizations need to design their customer contact in a smarter, more flexible, and future-proof way. But what is really changing, and what role does customer service […]
How AI is transforming customer service in healthcare
The healthcare sector is undergoing a major transformation driven by artificial intelligence (AI). Not only are diagnoses and treatments becoming faster and more intelligent, but the way organizations structure their customer service is also changing significantly, often through outsourcing customer service. At the same time, patients today expect direct, personal, and reliable service. AI plays […]
When Is Outsourcing Customer Service the Right Solution to Staff Shortages
Staff shortages in customer service are no longer a temporary challenge for many companies. Vacancies remain open, the workload on existing teams continues to increase, and it is becoming increasingly difficult to maintain consistent service quality. At the same time, customer expectations continue to rise. When internal teams are under sustained pressure, the question arises […]
How Optimizing Customer Service Really Works in Practice
In an era where speed and personalization must go hand in hand, optimizing customer service isn’t a luxury, it’s a necessity. Customers expect not only fast answers, but also understanding, consistency, and convenience across every channel they interact with. Yet, many organizations still work with fragmented tools, complex workflows, and a lack of oversight. The […]
Customer Service Nearshoring vs. Offshoring: Why Nearshoring Is Preferred
The choice between nearshoring and offshoring is more important than ever today. While offshoring was the standard for cost savings for years, the demand for quality, cultural fit, and compliance is growing. For Dutch companies looking to outsource their customer service, the question is no longer “Outsource or not?” but “Nearshoring or offshoring?” At Movements […]
How Omnichannel Customer Service Improves the Patient Experience
Hospitals, clinics, and laboratories are under increasing pressure. Patients expect quick answers, the number of inquiries is rising, and staff is becoming increasingly scarce. At the same time, healthcare organizations are struggling with fragmented communication channels and an abundance of disparate tools. The result: longer wait times, patient frustration, and increased workloads for staff. In […]
Customer Service Optimization with AI: How It Works in Practice
Many organizations still spend a significant amount of time on manual scheduling and customer service. Phone appointments, repeated questions, and administrative tasks consume valuable employee time. This leads to inefficiencies and can reduce customer satisfaction. For organizations looking to optimize customer contact, AI-driven conversation analysis offers an effective solution. By automatically analyzing and optimizing conversations, […]
How to Organize Scalable Customer Support During Peak Periods
Every organization experiences peak customer service times. For some, it’s the holidays or a new product launch, while for others, it’s a sales period or an unexpected marketing campaign that creates an influx of inquiries. No matter how large the peak, customers expect you to remain available and deliver the same quality as during quieter […]
How to Implement Omnichannel Customer Service
Customers today expect more than just accessibility. They want fast, personalized, and consistent support, whether they call, email, or ask a question via WhatsApp. That’s why more and more organizations are switching to an omnichannel approach. But how do you make that transition in a way that truly works? In this blog post, we’ll take […]
How Can an AI-Driven Approach Improve Accessibility in Healthcare?
In healthcare, everything revolves around attention to patients, processes, and quality. But that attention quickly comes under pressure when accessibility isn’t well-organized. And it happens more often than you might think. In recent months, we spoke with dozens of healthcare professionals, from hospital communication teams and innovation managers to outpatient assistants and IT leads. What […]