CSM Magazine

OCTOBER 6, 2022

” Siddharth Parashar, Managing Director of ResultsCX in Europe, added: “60K is the pre-eminent outsourcing business in Bulgaria, and I am delighted it has become part of ResultsCX. ” Founded in 2008, 60K provides CXM services to leading U.K., It is the largest independent outsourcer in South-East Europe.

Entertainment 52

Entertainment outsourcing Telecommunications Education 52

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. Call backs anyone?

Call Center 85

Call Center Airlines Contact Center Self service 85

Toister Performance Solutions

MAY 13, 2021

The message can also give customers additional options, including self-service and calling. 8 Fix self-service Customers often try to solve simple problems on their own before contacting customer service. Look for fast fixes to self-service if your contact volume is driven by a lot of simple issues.

Contact Center 71

Contact Center Wait times outsourcing Self service 71

Callminer

AUGUST 1, 2017

Prior to co-founding C3 Metrics, Greenfield was a recognized thought leader in the area of Branded Content as publisher of Branded Entertainment Monthly, a joint effort with VNU Media, detailing industry statistics, gaps, and trends. Through outsourcing their Quality Assurance to a country that offers labor at a lower wage.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Talkdesk

OCTOBER 12, 2020

With BaaS, financial institutions can allow third parties into their tech stacks, opening up their platform, commissioning leads and outsourcing customer service, so they never leave customers on hold.

Banking 83

Banking Interactive Voice Response Self service CRM 83

CCNG

OCTOBER 19, 2022

(Adobe, 2022) 75% of marketing & CX practitioners have observed a surge in existing customers using digital channels (Adobe, 2022) 74% of CX professionals say creating a seamless customer journey across assisted and self-service channels is “important” or “very important.”

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Global Response

JANUARY 9, 2023

However, in business, the items purchased usually run in the four to six figures—or more—meaning the service that accompanies them is expected to be just as valuable. In addition, the goods or services purchased are not for entertainment or pleasure—they’re essential to business operations and growth.

B2B 62

B2B B2C Customer Service Self service 62