COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. These updated contracts reflect the insights and best practices that emerged since the start of the pandemic.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Education Services Group

MAY 11, 2018

Extend customer coverage with outsourced resources. vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation. We see two options: Max out overhead by hiring additional full-time CS managers.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Education Services Group

MAY 25, 2018

Skipping the development of a customer journey map. Not introducing ES into every stage of the customer journey. If you lack CSMs (or need an Education Sales liaison), know that there are outsourced CS organizations like ESG at the ready who can supply Virtual Customer Success Managers (vCSM) and Education Sales experts.

Education 45

Education Journey mapping outsourcing Upselling 45