Beyond Philosophy
JULY 13, 2021
Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. What’s the Motivation Behind Outsourcing?
COPC
MARCH 24, 2020
has been advising VMOs since 2002, helping clients maximize the value they gain from their outsourced service providers (OSPs). The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management and procurement.
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Taylor Reach Group
MARCH 6, 2020
Between November 2002 and July 2003, an outbreak of SARS in southern China caused an eventual 8,098 cases, resulting in 774 deaths reported in 17 countries.”[ Wherever possible ensure that staff in different centers are cross-trained and send calls and contact to other networked centers as a strategy to serve customers.
Vistio
JUNE 29, 2021
Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations.
Connecting the Dots
APRIL 21, 2017
Scott Broetzmann : The concept of the National Customer Rage study goes all the way back to 2002, but it really wasn’t about customer rage at the time. When people call a call center, what they are really looking for is a relationship. Darima Fotheringham: This is the 7 th wave of National Customer Rage study.
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