ShepHyken

NOVEMBER 4, 2022

With rapidly evolving technology in today’s digital age, the BPO industry is bombarded with opportunities to improve customer experience (CX) in ways unthinkable a few decades earlier. From self-service portals to omnichannel support options and knowledge management systems, BPOs have greatly enhanced customer service. .

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

Anexa BPO

DECEMBER 13, 2021

Utilities-based companies are working to expand beyond the traditional portfolio of energy products, with customer service coming to the forefront as the fundamental component of success. The self-service platform needs to be brought back to life for these companies to meet the needs of today’s consumers.

outsourcing 52

outsourcing Customer Service Customer centricity Telecommunications 52

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

Anexa BPO

JUNE 15, 2022

Buzz words like omnichannel, self-service and personalization have been shaping customer-centric business strategies for a decade. And even though these practices were transforming the customer journey, COVID-19 hit hard and essentially changed the way we do business. Anexa is one such industry leader.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Customer centricity 52

Anexa BPO

OCTOBER 11, 2022

Recent research shows that two-thirds of US buyers now opt for non-face-to-face interactions or digital self-service at various stages of the decision journey. In only the past five years, the number of channels that B2B buyers use has doubled, from 5 in 2016 to 10 in 2021.

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 52

The Petrova Experience

MAY 6, 2021

For businesses in 2021 – and for the future of remote work – what is wrong with this picture? . If you are an airline with an 80% outsourced/work from home Contact Centers, it may be a good business decision to maintain that setup. Reopening is not an HR issue. But you need to take the next step. And budget for it.

Airlines 52

Airlines outsourcing Employee engagement Self service 52

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5% PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195