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Blog

Top Customer Experience Trends Brands & Outsourcers Should Watch in 2020

December 3, 2019 by Paul Chaney

Top Customer Experience Trends Brands & Outsourcers Should Watch in 2020

This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. As we reach the cusp of the new year, what customer experience trends should enterprise brands and their outsourcing partners be watching? To answer that question, we spoke with Peter Ryan, principal and […]

Filed Under: Contact Center Trends, Customer Experience, Expert Interview Series Tagged With: AI, artificial intelligence, BPO, customer experience, nearshore outsourcing

Convenience: The #1 Way to Improve Your Brand’s Customer Experience

November 4, 2019 by Paul Chaney

Convenience - The #1 Way to Improve Your Brand’s Customer Experience

This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag. Some companies are seeing modest gains while others are suffering from what Forrester calls “utter stagnation.” The study found that […]

Filed Under: Customer Experience, Expert Interview Series Tagged With: convenience revolution, customer experience, customer satisfaction, customer service

How Market Saturation Affects Contact Center Site Selection Decisions [infographic]

September 30, 2019 by Paul Chaney

How Market Saturation Affects Contact Center Site Selection

This post — part three of our Expert Interview Series — features Brett Bayduss, Partner, Site Selection Group. Market saturation is one critical factor brands must consider when making contact center site selection decisions. The employee attrition, wage inflation, and hiring challenges due to increased competition that often accompanies saturated markets can have a devastating […]

Filed Under: Expert Interview Series, Nearshore Outsourcing Tagged With: Belize, market saturation, site selection

Blocking and Tackling: 6 Rules for Contact Center Success

September 3, 2019 by Paul Chaney

Blocking and Tackling: 6 Rules for Contact Center Success

This post — part two of our Expert Interview Series — features Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones. Blocking and tackling. It’s a football term that refers to the unglamorous roles played by those on the offensive and defensive lines, but which are critically important to the success […]

Filed Under: Expert Interview Series, Outsourcing Insights Tagged With: AI, Contact Center, customer service

From Checklists to Competencies: Transforming Quality in the Contact Center

August 5, 2019 by Paul Chaney

From Checklists to Competencies: Transforming Quality in the Contact Center

This post — part one of our Expert Interview Series — features Rob Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina. Providing better customer experiences should be every contact center’s number one concern. With customer satisfaction with contact centers in steady decline, according to the Contact Center Satisfaction Index […]

Filed Under: Customer Service, Expert Interview Series Tagged With: customer experience, customer service, quality assurance

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