Taylor Reach Group

JULY 4, 2018

Why would you want to retain a consultant? What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location. Eliminates internal bias.

Consulting 109

Consulting Consulting Contact Center Call Center 109

CSM Magazine

JANUARY 23, 2023

The figure comes from research undertaken by business process outsourcing firm Sigma Connected , and digital collections and recoveries experts Arum, with the partnership surveying 50 UK companies about their use of human interaction and digital channels when engaging with customers.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Surveys Consulting 52

CCNG

OCTOBER 19, 2022

Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Oracle, 2011) Customers who had a very good experience are 3.5x Oracle, 2011) 79% of consumers who complained are still not happy with the way their complaints are handled.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

HGS

MAY 22, 2018

Further to this point, the cost of attaining compliance has steadily grown over the past few years, rising 43% from 2011 to 2017, according to a recent Ponemon report. These outsourcing partners typically have a capability set that expands across numerous functional areas within payer and provider organizations.

Healthcare 100

Healthcare B2C Government Analytics 100

CX Global Media

JULY 10, 2019

Jim has 30+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe; His expertise includes operational performance management, e-commerce sales and service with an impeccable track record of innovation and advanced business intelligence.

Contact Center 120

Contact Center Morale Coaching Analytics 120

Taylor Reach Group

MAY 18, 2018

This post was published in 2011 and updates in 2018. What suggestions would you add to the list above? Let us know in the comment section below and will publish an updated list in the future.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98