CCXConsult Hilario Webinar 11Feb2026

Описание: The 5 Hidden Sources of Waste in Contact Centres
Hosted by Rod Jones | Guest Speaker: Hilario Fiandeiro

In this webinar, internationally experienced contact centre strategist Hilario Fiandeiro reveals five hidden sources of operational waste that quietly erode profitability in contact centres and BPO operations.

Many centres focus on surface metrics. Few truly understand their real cost to serve.

Hilario walks through the structural inefficiencies that undermine performance, including:

• The true cost per interaction and why most centres get it wrong
• The compounding financial impact of attrition
• Forecasting gaps and capacity imbalance
• Failure demand and avoidable rework
• Underutilised technology and process friction

This is not theory. It is operational discipline.

The discussion is practical, financially grounded, and particularly relevant for CX leaders, Operations Executives, CFOs, QA Heads, Workforce Managers and BPO owners who are serious about margin protection and performance optimisation.

As host, Rod Jones frames the conversation within the broader African and global BPO context, reinforcing the importance of measurable improvement rather than expensive transformation initiatives that fail to deliver ROI.

If you are responsible for cost control, operational efficiency, service consistency or contact centre profitability, this session is essential viewing.

To connect with Hilario Fiandeiro:
https://contactcentresmart.co.za/
[email protected]

You can also visit his website to download his eBook.