Contributor: CX Network
Posted: Mon, 11/13/2017
A step-by-step guide for best practices when outsourcing contact center services
Despite the proliferation of contact channels available to customers nowadays, call centers haven’t gone anywhere. In fact, they’re only growing in popularity and expanding into full fledged contact centers that are no longer solely manning the phone lines but interact with customers through a variety of other touch points too. Outsourcing has... Full Content »
Contributor: Zarina de Ruiter
Posted: Wed, 07/06/2016
customer service, contact centre, outsourcing, case studies, interviews
The customer service technology, tools and processes have evolved tremendously, accelerating in the last few years, and so have the requirements for your people. But what have been the biggest changes in recent years? And how will this continue to develop? In this report we look at the developments on the people side of customer service (such as... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 06/20/2016
Outsourcing has gone hand in hand with call centres for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many large organisations have opted for outsourcing their call centre function at one point or another. But as the call centre has evolved into a contact centre, where other channels of... Full Content »
Contributor: Zarina de Ruiter
Posted: Fri, 05/20/2016
Petra Mengelt, Customer Service Director at Euroloan Group and a CX Network Advisory Board member, presented an insightful session around outsourcing at CX Excellence World this year. They’re a rapidly growing FinTech organisation and she shares their experience with outsourcing, touching upon important aspects such as omni-channel and the human... Full Content »
Contributor: Maya Fowell
Posted: Wed, 12/16/2015
Overcome the Challenges of Outsourcing in Customer Experience
Given today’s competitive market, investing in in-house staff to handle customer experience needs can become a financial burden for many companies. Thus, resorting to outsourcing, either locally or internationally can make a big difference. However, the biggest hurdle in this process is perhaps the limited control you’ll have over a team who... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 06/23/2015
Accent in Customer Satisfaction in Call Center Service
An infographic looking at the surge of outsourced contact centres and their impact on customer experience.Outsourcing call centres has become quite common within the industry, but how does the location of your representatives impact on the satisfaction levels of your customers? SEE ALSO: The Business Value of Integrating Your Contact Centre... Full Content »
Contributor: Zarina de Ruiter
Posted: Sun, 05/10/2015
Trending Topics in Customer Experience: Big Data, Omni-channel and Social Media
CX Network's report on the 'trending topics' in customer experience; big data, digital marketing, diversification, loyalty, omni-channel, personalisation and social media. Download the Trending Topics in Customer Experience report to gain exclusive insight into:Big data - Finding your customer in a sea of dataDigital marketing - Evolving your... Full Content »