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.

outsourcing 195

outsourcing CCNG Government Customer Care 195

CCNG

AUGUST 28, 2024

Sales and Marketing Lead Generation and Qualification: Chatbots can qualify leads by asking initial questions and collecting customer data, allowing sales agents to focus on qualified prospects. 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

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. Virtual Customer Experience E-commerce sales account for nearly 20% of all retail sales in the US, which continues to rise.

outsourcing 195

outsourcing Business Process Outsourcing Chatbots Technology 195

CCNG

DECEMBER 20, 2023

Despite these advancements, the hyperbolic sales pitches foretelling the end of human interaction in call centers is irresponsible. Not only that, but recent advancements like Generative AI and ChatGPT have emerged as powerful solutions for customer service. More on that later.) The End of Human Interaction in Call Centers?

Call Center 195

Call Center Chatbots CCNG Technology 195

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.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

JULY 27, 2022

Chat to Conversion Rate - A lead-generation metric that measures customer service assistance, which converts to sales. Nick is the Founder and President of CustomerServ, a call center "lifer", outsourcing professional, job creator and relationship builder, devoted to successful client-vendor partnerships in the BPO industry.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

APRIL 27, 2022

was my first day of work as the Director of Operations for a contact center outsourcing company. My background is sales management. I led my first outside sales team of 40 people right out of college. I worked on sales talk tracks and upsell guidelines—all with frontline employees by my side. The clients were ecstatic!

CCNG 195

CCNG Contact Center Scripts Feedback 195