Peter Lavers

AUGUST 2, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. journey or isn’t managing it well”. journey or isn’t managing it well”.

Customer centricity 100

Customer centricity B2C Advertising B2B 100

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. But beyond the immediate opportunities, phone calls and online chat are what differentiate and insulate truly customer-centric brands in an increasingly crowded marketplace.

Customer centricity 303

Customer centricity Advertising outsourcing Chatbots 303

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. That’s why it can pay to use a customer service vendor management expert. But not just any outsourcing.

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outsourcing Management Customer Service Contact Center 105

OctopusTech

FEBRUARY 7, 2020

As the teen years have ended with great successions of technological advancements, 2020 has brought innovative hopes for customer support outsourcing. Forrester predicts that brands will spend $8 billion more on customer service agents in 2020 than the previous year. Personalized Customer Experience.

outsourcing 71

outsourcing Customer Support Engineering Self service 71

Outsource Consultants

AUGUST 19, 2019

Savvy business leaders trust outsourcing to offer competitive operational costs while maintaining customer-centric service. . As a nearshore call center destination, Jamaica has become one of the most desirable outsourcing locations in the world. . CHOOSE JAMAICA FOR YOUR NEARSHORE OUTSOURCING.

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outsourcing Telecommunications Call Center Government 64

ShepHyken

NOVEMBER 4, 2022

The more well-mapped the customer journey toward your brand, the easier it is to plan and implement customer experience strategies, increase customer engagement and maximize conversions. . Call center agents are expected to handle all sorts of customer queries and complaints. This is where BPOs can come to your rescue.

Customer Experience 163

Customer Experience Scripts Self service outsourcing 163

Ansafone

JUNE 13, 2020

At Ansafone Contact Centers, we are customer-centric and know our customers extremely well before designing any call center programs for them. Our customer-centric approach towards our clients is to ensure a high-quality and stress-free partnership where we provide seamless call center solutions.

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Customer centricity call center solutions Contact Center Call Center 62

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Our customers won’t notice.” Our customers won’t notice.”

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Customer centricity Consulting Consulting Metrics 264

Peter Lavers

NOVEMBER 16, 2020

Both may be outsourced to different agencies, or one outsourced and one conducted in-house. It’s another example of silo working and business management that is not customer centric. Such studies tend to be repeated, so both have rich historical data. Rarely will they be aligned, coordinated, or even correlated however.

B2B 130

B2B outsourcing Customer centricity Consulting 130

Anexa BPO

MARCH 22, 2023

Today’s brands focus on many customer-centric terms – one of the most recent (and misunderstood) is “customer success”. Although it’s understandable to assume that this factor is the same as “customer satisfaction”, the two concepts are, in fact, not interchangeable.

Customer centricity 52

Customer centricity outsourcing SaaS Surveys 52

JivoChat

FEBRUARY 22, 2023

According to recent data , the global market for E-commerce outsourcing was valued at $262 billion in 2022 and is projected to expand at a compound annual growth rate (CAGR) of 9.4% This growth reflects the increasing demand for outsourcing today and for the years to come. What Is Outsourcing? from 2023 to 2030.

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outsourcing SaaS Accountability Analytics 82

Outsource Consultants

NOVEMBER 29, 2017

To read more about these four ways companies can maximize their customer lifetime value, please click here. 4 Reasons Sales Agents Need to Have Customer-Centric Mindsets. The main point we took away from Zingale’s article as it relates to call centers is #4, customer-centric strategies. 2) Mutual Respect.

Customer centricity 52

Customer centricity Sales Telemarketing outsourcing 52

CSM Magazine

DECEMBER 17, 2024

Competitive Advantage In many industries, customer service can be a differentiator. This added availability positions your brand as more customer-centric and can attract potential clients looking for businesses that value their time and needs.

Customer Support 52

Customer Support Customer retention Banking outsourcing 52

Global Response

MARCH 13, 2024

It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. Yet, with limited time and resources, it is challenging for businesses to achieve excellent customer care. That’s where CX outsourcing comes in. Outsourcing CX is incredibly cost-effective.

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outsourcing Best practices Feedback Customer retention 62

Anexa BPO

OCTOBER 19, 2020

.- Last Friday the winners of the North American Customer Centricity Awards were announced. This year Anexa BPO won two prizes in the categories of: BEST USER EXPERIENCE and CUSTOMER TOUCHPOINTS. The post Anexa BPO Wins Two North American Customer Centricity Awards first appeared on Anexa BPO.

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Customer centricity Government outsourcing Customer Service 52

Blueship Call Center

JANUARY 20, 2025

As businesses continue to seek efficient ways to handle customer interactions, IVR technology stands out as a crucial tool in modern call center operations. This post delves into how IVR services are revolutionizing the operations of call center companies and the role of call center outsourcing vendors in implementing these advanced systems.

Interactive Voice Response 40

Interactive Voice Response Call Center outsourcing Self service 40

TeleDirect

FEBRUARY 7, 2025

Genuine conversations build trust, reassure customers, and create lasting relationships that digital tools alone cannot replicate. Personalization and Empathy Improve Customer Experience Customers expect brands to understand their needs and provide tailored solutions.

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Multi-channel support Call Center Customer centricity Chatbots 62

Anexa BPO

FEBRUARY 25, 2021

Mexico City, Mexico – February 18, 2021 – Anexa BPO was named a Finalist today in the Best User Experience (UX) and Digital Strategy/Transformation categories in the 2021 Customer Centricity World Series Awards. Details about Anexa BPO and its award-winning customer service can be found at www.anexabpo.com. About ARCET Global.

Customer centricity 52

Customer centricity Government outsourcing Technology 52

TechSee

APRIL 10, 2018

The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants. In order to achieve a holistic view of the complete customer journey — which is critical to a customer-centric strategy — the process must be managed by a unified team.

Call Center 139

Call Center Technology outsourcing Self service 139

ShepHyken

NOVEMBER 28, 2022

(Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction.

Customer Service 32

Customer Service Contact Center outsourcing Customer centricity 32

Advantage Communications

OCTOBER 9, 2024

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. This is where Business Process Outsourcing (BPO) comes into play.

Airlines 52

Airlines outsourcing Customer Experience Business Process Outsourcing 52

Vcaretec

JULY 13, 2020

Check out these 3 customer service stats that show not only why customer service needs to be a top priority, but also why customer service outsourcing is an option you should consider. STATISTIC #1: 7 out of 10 consumers say they have supported a company based on its exceptional customer service.

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outsourcing Customer Service Customer centricity Call Center 59

Anexa BPO

JULY 21, 2021

Anytime we talk about digital / virtual delivery platforms, it opens the door to the role that BPO (outsourcing) companies can play in supporting this new world. And more than ever, BPO outsourcing companies like Anexa are in a perfect position to support these remote service models. Reach out for more information.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer centricity Personalization 52

CCNG

JULY 27, 2022

That means operational metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and FCR prove to focus on controlling costs instead of ensuring overall customer satisfaction. What key metrics should call centers measure for voice, chat, email, and SMS? Even AHT remains useful.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Anexa BPO

DECEMBER 13, 2021

Utilities-based companies are working to expand beyond the traditional portfolio of energy products, with customer service coming to the forefront as the fundamental component of success. And here’s where entrusting customer service activities to reputable outsourcing companies could move the needle on business growth.

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outsourcing Customer Service Customer centricity Telecommunications 52

Vcaretec

MAY 22, 2023

We provide specialized contact center outsourcing services as a reputable call center service provider. Why Outsource Local employees may experience more stress as your business expands due to the pressure of producing new deliverables, meeting strict client deadlines, and making sure current business lines are operating efficiently.

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outsourcing Call Center Calibration Contact Center 52

TechSee

DECEMBER 28, 2020

With the hyper-awareness of the customer experience as a central theme of enterprises everywhere, field services have also transitioned to a more customer centric model. Focusing on customer satisfaction as an outcome of the service interaction has led companies to shift their measures of success as well.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Vcaretec

JUNE 10, 2022

When we hear about the term ' Customer Support Outsourcing ', the first thing that comes to mind is that it means cutting your employees and outsourcing your work. Customer Support Outsourcing is one of the prominent factors in measuring the success of a business or company. What is Customer Support Outsourcing?

outsourcing 52

outsourcing Customer Support Multi-channel support Call Center 52

Outsource Consultants

MARCH 4, 2025

Manila call centers are at the forefront of global customer service operations. At Outsource Consultants, we’ve seen firsthand how Manila call center efficiency can help drive remarkable efficiency gains through strategic improvements. How can businesses benefit from outsourcing to Manila?

Gamification 67

Gamification outsourcing Customer centricity call center workforce 67

Anexa BPO

JANUARY 18, 2022

Never has there been greater emphasis on elevating the customer experience. This is where an experienced BPO outsourcing company can become part of your corporate strategy to take customer service to the next level – which is exactly where it needs to be in 2022 and beyond. Reach out today and see for yourself – Anexa.

outsourcing 52

outsourcing Government Customer centricity Technology 52

TeleDirect

FEBRUARY 20, 2020

Why is customer service so critical to overall business success? Our business process outsourced (BPO) solutions offer a custom, customer-centric call center platform for any firm or non-profit looking to improve their customer service performance. What are the major reasons why it matters?

Customer Service 104

Customer Service Business Process Outsourcing outsourcing Call Center 104

Anexa BPO

SEPTEMBER 5, 2021

Today’s customer is empowered and savvy, with many buying choices and high expectations. And here’s where entrusting customer service activities to reputable outsourcing companies could move the needle on business growth. Our customer-centric strategy is simple.

outsourcing 52

outsourcing Customer Service Customer centricity Technology 52

Anexa BPO

JUNE 2, 2021

That term alone lends itself quite organically to the BPO (business process outsourcing) model – which by definition implies a dedicated and remote (contactless) workforce. With skilled specialists in customer interactions and retention, we help you answer the question “Am I future ready?”

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outsourcing Banking Telemarketing Business Process Outsourcing 52

Anexa BPO

JULY 22, 2021

When it comes to customer loyalty programs and identifying the KPI or changing the NPS, it can be a highly strategic move to involve a customer service outsourcing company like Anexa. Our customer-centric teams have the training and experience in building long-term customer loyalty for your brand.

outsourcing 52

outsourcing Customer Service Upselling Customer centricity 52

Anexa BPO

SEPTEMBER 5, 2021

What do they mean, how do they tie into a customer-centric world and exactly where can robust BPO (outsourcing) companies fit? Never has there been greater emphasis on elevating the customer experience. At Anexa, we place “customer experience” at the forefront of all our customer-centric services.

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outsourcing Customer centricity Finance Analytics 52

Anexa BPO

JANUARY 18, 2022

Organizations should consistently review their operational footprint, determining whether certain activities are better maintained in-house, or whether they can be managed more efficiently through outsourcing or external suppliers. Ultimately, every facet of resilience can be supported by the involvement of BPO outsourcing companies.

outsourcing 52

outsourcing Transportation Customer centricity Marketing 52

Anexa BPO

JANUARY 3, 2021

This is because commonly, budget and business needs would be better met via outsourcing than developing an entire full-time staff in-house. Outsourcing on the other hand allows businesses more freedom in terms of employment timeline, project customization and budget. . Outsourcing – Should I Enlist a Company or Freelancer?

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outsourcing Telemarketing Healthcare Customer centricity 52