CCNG

JUNE 3, 2021

As outsourcing is not new to anyone, information organizations should have before embarking on outsourcing or dealing with their current outsourcing partner. However, outsourcing is not going away, and according to many trusted advisory organizations, it will continue to grow significantly.

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outsourcing CCNG Government Customer Care 195

CCNG

FEBRUARY 15, 2023

It is about a technology-generated discontinuity that will compel businesses to compete in a totally new way.” “In Use technology wisely and appropriately, but always focus on the customer experience first and not on saving money by using technology. USE CAUTION WHEN OUTSOURCING YOUR CORE COMPETENCY.

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Personalization CCNG Customer Service B2C 195

CCNG

SEPTEMBER 23, 2020

Listen below to the recent CCNG Town Hall where Bob started things off and the subsequent member discussions included some great perspectives on technology, contact center staffing, outsourcing, customer experience and investing for the future.

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CCNG outsourcing Employee engagement Consulting 195

CCNG

MARCH 13, 2024

While we dive into what new trends and technology we will see, it is great to understand what won’t change in the contact center: a never-ending quest to elevate the customer experience while driving efficiency. Staffing will continue to steer contact center strategies, prompting a serious investment in AI, automation, and outsourcing.

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Customer Experience outsourcing Contact Center Analytics 195

CCNG

DECEMBER 20, 2023

Thanks to technological improvements and broader adoption, AI is beyond the "hype storm" and has demonstrated significant value across industries. First, to understand how AI and RPA can work with human agents to improve service delivery, let us clarify what we mean when referring to these technologies used in a call center context.

Call Center 195

Call Center Chatbots CCNG Technology 195

CCNG

OCTOBER 6, 2020

Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Spend a quick moment to identify what your intention is, then find a technology or app that supports that. Yep, I’m guilty of all these virtual leadership sins!

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CCNG

APRIL 12, 2023

Evaluate Alignment of People, Process, and Technology with Today’s Objectives It is very safe to say that everyone in all industries is looking at their labor force, technology, and processes differently than a few years ago. Re-evaluating your agents’ location is a good step toward outsourcing some of the workflows.

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Contact Center Business Process Outsourcing Average Handle Time outsourcing 195