CCNG

JULY 3, 2024

As companies worldwide strive to deliver exceptional CX while balancing other business-critical areas, they are embracing contact center outsourcing. By 2028, the market for contact center outsourcing is expected to grow at a CAGR of 5.66% (2023-2028), reaching USD 132.92

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outsourcing Contact Center Airlines CCNG 195

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.

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outsourcing Business Process Outsourcing Chatbots Technology 195

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.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

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.

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

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.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

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.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

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.

Contact Center 195

Contact Center CCNG Business Process Outsourcing Chatbots 195