Simplr

MARCH 28, 2022

Right now, there’s an urgent opportunity for modern CX: move beyond the legacy contact center model… or fall behind. At a time when customer experience is at the heart of your brand and customer neglect threatens the bottom line, making the leap to NOW CX provides organizations like yours with a leg up. The NOW CX Advantage.

Sales 95

Sales Finance Flexibility Customer Service 95

Influx

JULY 27, 2022

In recent years we have seen a considerable increase in attention directed at improving customer experience (CX). Let’s talk about it and how you can construct a B2B CX that competes with the effortless, high-value desires of B2C. . B2C strategies to incorporate into your B2B CX. Attract and engage your audience with content.

Out-Tasking 98

Out-Tasking Automation Sales Research 98

Simplr

DECEMBER 8, 2022

In a controversial move, Frontier Airlines is no longer answering customer service phone calls. Instead of hopping on the phone with a customer service agent, customers will have to rely on other ways to contact the airline: an online chatbot, a 24/7 live chat tool, its social media channels, or WhatsApp. “We That’s right.

Call Center 98

Call Center Customer Service Research Efficiency 98

Magellan Solutions

JULY 11, 2023

The customer experience (CX) is of utmost importance because it impacts the following: Client retention Reputation Customer loyalty Overall business success Businesses need to create lasting interactions rather than simple transactions. CX outsourcing allows SMEs to tap into specialized expertise and cost-effective and scalable solutions.

BPO 75

BPO Outsourcing Customer Service Call Center 75

IBM Business Partners

MAY 31, 2023

From strategy to design, development and deployment, there is a lot of thought that goes into connecting physical products. This allows for greater automation and optimization of production processes, leading to increased efficiency, productivity and flexibility in manufacturing. Learn more about Industry 4.0

Manufacturing 95

Manufacturing Analytics Automation Cybersecurity 95

Premier BPO

MAY 16, 2023

The event was an excellent opportunity for organizations to connect and strategize on optimizing Customer Experience (CX) for their client base. The event was an excellent opportunity for organizations to connect and strategize on optimizing Customer Experience (CX) for their client base.

Co-Sourcing 52

Co-Sourcing BPO Call Center Customer Support 52

Raya Contact Center

MAY 22, 2023

Background on RAYA CX RAYA CX, a global outsourcer specializing in customer experience management, strives to provide exceptional service to its clients and their customers. To further improve customer satisfaction and operational efficiency, RAYA CX implemented a robust Post-Call Analytics solution.

Analytics 40

Analytics Efficiency Call Center Global Outsourcing 40

Raya Contact Center

MAY 22, 2023

Background on RAYA CX RAYA CX, a global outsourcer specializing in customer experience management, strives to provide exceptional service to its clients and their customers. To further improve customer satisfaction and operational efficiency, RAYA CX implemented a robust Post-Call Analytics solution.

Analytics 40

Analytics Efficiency Call Center Global Outsourcing 40

Perficient Digital Transformation

DECEMBER 22, 2022

Together, Perficient’s thought leaders told our end-to-end story of how we enable game-changing solutions to drive adoption every step of the way, and gained recognition from industry analysts at Forrester, Gartner and IDC as a significant player in the technology services market. Modern Application Development Services Recognition.

Collaborations 64

Collaborations Advisory Healthcare Research 64

Capgemini

JUNE 1, 2023

Some firms may view customer experience (CX) initiatives as a trade-off and prioritize other outcomes that they see as having a clearer link to value, such as cost reduction or revenue growth. But the level of preparedness of banks to leverage CX varies depending on the specific bank, its culture, leadership, and resources.

Sourcing 52

Sourcing Banking Analytics Reduced Costs 52

Everest Group

JANUARY 16, 2023

To learn five strategies that can help providers get ready for an economic downturn and win in the long term, read on. CXM outsourcing is expected to endure: Historical data suggests that the demand for Business Process Services (BPS) outsourcing remains resilient during an economic downturn as shown below: Source: Everest Group.

Outsourcing 52

Outsourcing Retail Flexibility Manufacturing 52

Everest Group

JANUARY 22, 2024

In this blog, explore examples of early generative AI adoption and learn about the benefits and challenges of this game-changing technology. Learn more on this topic in the webinar, The Generative AI Advantage in Enterprise CXM Operations.

Management 64

Management Regulations Sales Banking 64

IBM Services

SEPTEMBER 30, 2021

IBM and Adobe wanted to learn how businesses are prioritizing customer experience and tracking business results as they emerge from the shadow of the pandemic and move forward with digital transformation. Were you surprised to learn that organizations with CX as a formal business priority reported three times higher revenue growth ?

Out-Tasking 57

Out-Tasking Automation Government Service 57

Everest Group

FEBRUARY 27, 2024

Learn insights from our latest survey on enterprise readiness for gen AI adoption and how collaborating with providers can help overcome the major obstacles. Most enterprises and service providers are investigating gen AI operations use cases or piloting solutions to test feasibility. Let’s explore this further.

Management 64

Management Out-Tasking Efficiency Outsourcing 64

VXI

AUGUST 17, 2021

Nothing quite defines the future of customer service than customer experience agility. Transposing this to the Business Process Outsourcing (BPO) industry terms, customer experience (CX) agility is the ability of the service provider to swiftly mobilize tactics and adapt to the volatile and ever-changing customer environment.

Customer Service 105

Customer Service Service BPO Business Process Outsourcing 105

3Pillar Global

APRIL 20, 2023

The most successful information services companies in 2023 have one thing in common: they’re laser-focused on delivering value to customers. Zendesk CX Trends Report 2023) Simply put: only those organizations who put CX and personalization front and center in the B2B user experience will succeed in the modern digital economy.

Software 52

Software Service Flexibility Accounting 52

Premier BPO

OCTOBER 12, 2022

SOCAP International is a global customer care organization that helps CX professionals with career development and client-centric organizations with thought leadership and community forums. When the focus is on CX, the best first line is the agent handling the customer. Omni-Channel CX and Customer Loyalty.

Co-Sourcing 52

Co-Sourcing BPO Call Center Outsourcing 52

IBM Services

MARCH 29, 2024

The IBM Institute for Business Value CEO Guide to Generative AI for Customer Service found that the majority of service professionals (60%) (link resides outside of ibm.com) have said that customer expectations have increased since before the pandemic. The calculation is that simple.

Customer Service 63

Customer Service Customer Support Marketing Service 63

Premier BPO

MAY 24, 2023

The widespread forum serves as a go-to consumer service and customer care platform in the U.S. The Symposium brought together CX professionals from various industries, including Consumer Packaged Goods (CPG), Healthcare, Financial Services, Insurance, Contact Center, Customer Relations, Travel and Hospitality, and more.

Offshoring 52

Offshoring BPO Co-Sourcing Outsourcing 52

Anexa

SEPTEMBER 15, 2022

Fintech – defined as computer programs and other technology used to support banking and financial services – has become one of the fastest growing areas in the finance industry by optimizing mobile technology, open access to data, AI and machine learning – all in support of underserved consumers.

Banking 52

Banking Finance BPO Business Process Outsourcing 52

NoonDalton

MAY 29, 2023

“ 89% of businesses compete primarily on the basis of customer experience (CX). 73% of consumers say that CX is a deciding factor when making purchase decisions. 42% of customers would not mind paying more when offered a warm and friendly customer experience.

Call Center 52

Call Center Automation Insurance Out-Tasking 52

Everest Group

MAY 10, 2022

While not a newcomer to service delivery, Africa has recently been experiencing a surge from buyers and service providers in adoption and investment, making this a region to watch for technical support and other value-added IT and business process services (BPS).

Service 52

Service Third Party Outsourcing Government Regulations 52

Everest Group

MAY 18, 2022

Global CXM provider Comdata offers end-to-end management solutions (acquisition, retention, customer service, technical support, and credit collection) in 30 languages across four continents and 21 countries with its network of 50,000-plus agents. Read on to find out what this big deal will mean. Creation of a global champion.

Business Process Outsourcing 52

Business Process Outsourcing BPO Marketing E-Commerce 52

Perficient Digital Transformation

MAY 18, 2023

What problems and challenges are we facing today? for new initiatives/changes & operational excellence to run the business as usual Business Continuity and Disaster Recovery considerations The list can go on and on… Only those who have an agile and the right mindset can adapt, survive, and thrive. What is Enterprise Architecture and why?

Design 64

Design Management Collaborations Government 64

Influx

DECEMBER 13, 2022

It means putting effort towards ensuring that customers are ‘successful’ and getting the most value out of your products or services. It means putting effort towards ensuring that customers are ‘successful’ and getting the most value out of your products or services. What is customer success? . It reduces churn. .

Marketing 52

Marketing Customer Support Design Engineering 52

Premier BPO

OCTOBER 21, 2022

You have to optimize the hiring profile by building a people’s first team. The emphasis should be on establishing the appropriate wage, then designing, testing, and learning from the process. Some best practices include: Consolidated/Shared Service Models/Organizational Structure. Keep in mind: Profile. Onboarding.

Co-Sourcing 52

Co-Sourcing BPO Call Center Sourcing 52

Avasant

JANUARY 12, 2022

This transaction expands Avasant’s existing Vendor Management as a Service (VMaaS) capabilities, adding to existing centers in Virginia, India, and Trinidad & Tobago, covering five time zones. Read more about Avasant’s Vendor Management as a Service (VMaaS). “We Learn more about AvaSense. Press Releases.

Government 52

Government Advisory Outsourcing Operations Sourcing 52

Anexa

DECEMBER 28, 2022

Here are a few key reasons why BX is the future of business: The rise of e-commerce and digital touchpoints has increased the importance of CX. This means that businesses must go beyond just offering a good product or service and strive to create a seamless, personalized, and engaging experience across all touchpoints.

E-Commerce 40

E-Commerce Analytics BPO Outsourcing 40

Premier BPO

OCTOBER 28, 2022

SOCAP International provides a platform for CX industry officials and professionals to exchange ideas. every year. This year’s Indy Fall symposium saw Premier BPO return as the orientation hosts for First. time attendees. Continued below in our three-part series blog, is key takeaways from the event, with focus on the. and-mortar workspaces.

Co-Sourcing 52

Co-Sourcing BPO Healthcare Call Center 52

Perficient Digital Transformation

JUNE 13, 2023

A Generative AI Strategy for Healthcare Organizations Developing a strategy is an important step for healthcare organizations that want to leverage this technology. GAI’s “superpowers” can then be matched and optimized to specific use cases, each with well-defined KPIs. The opportunities are vast. people, technology, and processes).

Healthcare 52

Healthcare Streamline Operations Reduced Costs Government 52

Influx

JANUARY 12, 2023

The first few months are the perfect opportunity to plan, strategize, and focus on optimizing your business to grow. In this article, you’ll find steps to optimize your business with increased revenue, reduced costs, and scalability in mind! . What is business growth optimization? . Business optimization can include: .

Out-Tasking 59

Out-Tasking Flexibility Sales Research 59

TTEC

MARCH 4, 2022

And what’s more, in the modern CX landscape, are either of these metrics even meaningful anymore? As CX eolves, when it comes to the average hold time vs. average talk time debate, both are actually becoming less meaningful metrics. Too often, AHT and average talk time are mistakenly assumed to be the same thing. What’s all this mean?

Automation 52

Automation Efficiency Service 52

Perficient Digital Transformation

AUGUST 31, 2023

As the name implies, the Delivery API is a set of powerful REST-based tools that enable developers and marketers to seamlessly integrate Adobe Target into their workflows and deliver personalized experiences to their audiences in real time without the need for authentication. What is Order Confirmation Mbox?

Finance 52

Finance Healthcare Analytics Marketing 52

Everest Group

APRIL 4, 2023

Heightened momentum for technology-first and automated operations is elevating customers’ need for greater convenience, instant gratification, faster turnaround time, and more self-service options. Read on to learn more about the zero-touch claims of the future vision and how to achieve it.

Insurance 59

Insurance Analytics Right-Sizing Sourcing 59

TTEC

APRIL 18, 2022

When it comes to customer service, customers expect fast and accurate support through the channel of their choice. Customers want fast and convenient service through any channel. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel versus multichannel support.

Customer Support 52

Customer Support Customer Service Research Accounting 52

TTEC

APRIL 18, 2022

When it comes to customer service, customers expect fast and accurate support through the channel of their choice. Customers want fast and convenient service through any channel. It’s up to businesses to figure out how to best meet those expectations. This typically means choosing between omnichannel versus multichannel support.

Customer Support 52

Customer Support Customer Service Research Accounting 52

Mattsen Kumar

JUNE 11, 2021

Customer service is a dominant component of a business; it directly affects revenue, brand reputation, customer lifetime value, and future growth prospects. With the changing trends and evolving customer expectation, offering relevant customer service is a prevalent challenge. Huge Delay in answering calls. Or a slow website.

Customer Service 52

Customer Service Service E-Commerce Customer Support 52