By Aceyus | Jul 9, 2019 | CCW
The importance of the customer experience is always top-of-mind in the contact center industry. How well are we serving the customer? Are they having an outstanding experience? But what about the employee experience (or agent experience), which is equally important....
By Aceyus | Jul 9, 2019 | CCW
Customer journey mapping is crucial to creating a good cross-channel customer experience. Customer journey maps should take an empathetic point of view, delving into customers’ pain points so organizational leaders can understand the customer experience and solve...
By Gabriele Masili, Global Chief Technology Officer, Customer Service & Support, Microsoft | Jul 8, 2019 | CCE, CCS, CCW
Takeaways from Customer Contact East: A Frost & Sullivan Executive MindXchangeHear directly from Gabriele “G” Masili, Chief Technology Officer, Customer Service and Support at Microsoft, about some of his takeaways from our most recent Customer Contact Executive...
By Outsource Consultants | Jul 3, 2019 | CCW
By: Outsource Consultants US Labor Shortages and the Growing Need to Outsource Record-breaking wage growth and low unemployment rates have made it harder than ever for businesses to field a domestic call center staff. As existing teams grow or former employees leave,...
By Outsource Consultants | Jul 3, 2019 | CCW
By: Outsource Consultants Nearshore Outsourcing Spotlight: Colombia Image caption: Bogota is the heart of Colombia’s call center industry. Selecting a call center partner is a time-consuming effort where real business consequences are at stake. Businesses must...
By Outsource Consultants | Jul 3, 2019 | CCW
By: Outsource Consultants Creating Geo-redundancy Through Nearshore Outsourcing For most organizations, the stability of customer communication and the continuity of their services are what drive overall business success. For call centers that deal with a high volume...
