CCNG
JANUARY 1, 2025
Companies will justify Chat investment by pointing out that Chat Bots work 24-hours and live Chat agents can be outsourced to places where cheaper English-capable agents operate with less concern that foreign accents will impact customer satisfaction. 2) CUSTOMER MOTIVATION The Hope : Faster answers without long hold times.
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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CCNG
APRIL 3, 2025
Workforce Optimization & Outsourcing Labor remains the biggest cost for businesses. Companies are streamlining operations through better workforce management, automation, and strategic outsourcing, reducing costs while maintaining high-quality service. Proactive Engagement The days of passive issue resolution are fading.
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 Outsourcing serves as a value-added proposition for businesses.
Speaker: Robert Bradshaw, President, Got/IT
How to continuously outperform any threat of outsourcing. Join us for this interactive conversation as we share: How to improve productivity upwards of 70% in less than 12 months. How to learn the true cost of decisions before committing.
CCNG
JUNE 21, 2021
In a recent conversation with CCNG, I discussed this exact challenge and how contact center leaders can precisely value the cost and financial efficiency of performance across all contact channels and teams. It’s the root cause of most contact center issues.
CCNG
AUGUST 21, 2020
Listen below to Pam’s 7 minute kickoff talk during a recent CCNG town hall event.
Speaker: Casey Kostecka, Convergent
Convergent Outsourcing utilizes games tied to key performance metrics and has found the program to be very successful. Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote.
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