Transforming Customer Experience with Contact Center Automation
CCNG
AUGUST 28, 2024
For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.
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Understanding the Shift: Why Businesses are Embracing Contact Center Outsourcing
CCNG
JULY 3, 2024
For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.
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The Hiring Game Has Changed: Strategies for Solving Staffing Issues
CCNG
FEBRUARY 1, 2023
Business process outsourcers (BPOs) can also provide workable solutions for contact center resource needs. Vickie Schutze serves as the Director of the Contact Center and Customer Experience Practice at The Northridge Group, a CCNG member company.
Four Emerging BPO Trends to Watch
CCNG
AUGUST 7, 2024
As new technology emerges for contact centers, business process outsourcing (BPO) is rapidly shifting. 59% of organizations cite cost savings as the number one reason they outsource. Numerous BPO trends have emerged that offer a way to reduce expenses and improve CX.
Key Considerations for A Healthy Contact Center
CCNG
APRIL 12, 2023
Re-evaluating your agents’ location is a good step toward outsourcing some of the workflows. Having a Business Process Outsourcing (BPO) to fill in during peak times or handle some of your lower-tiered calls can relieve stress within your contact center.
Who Is Today's Call Center Agent?
CCNG
MAY 11, 2022
Although the roles and responsibilities of call center agents have evolved since the dawn of the industry decades ago, the "human" element will always be the bedrock of call center services within business process outsourcing (BPO). There is a lot to unpack on this subject, and we'll do our best to cover some key points.
Cost-Efficiency and Scalability: The Business Case for Intelligent Automation in Contact Centers
CCNG
DECEMBER 25, 2024
As the CX landscape continues to evolve, the importance of efficient customer service calls will only grow, making it essential for businesses to invest in enhancing their contact center capabilities through CX providers leveraging advanced technologies such as intelligent automation, AI, and machine learning.
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