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Exploring South Africa’s CX Services Potential: Your Gateway to Exceptional Customer Experiences

Everest Group

South Africa has emerged as a stand-out destination for customer experience (CX) services. With the rapid global transformation and dynamic shifts in commerce shaped by cutting-edge strategies, one continent is emerging as a rising giant in the realm of customer CX services delivery – Africa.

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Secrets to Incredible Customer Service with Paul R. Jones

Blue Ocean

We sat down with Paul to discuss his views on best practices for creating incredible customer service. Do you have a “process” for consistently creating exceptional service experiences? How do metrics and standards play a role in customer service? Let me give you a specific example. Finding the right balance is key.

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2021 Philippines Call Center Costs (Risks & Benefits)

Magellan Solutions

Top Contact Center Outsourcing Companies & The Challenges Faced From The Risks. There’s no doubt that COVID-19 has disrupted call center services outsourcing operations on multiple levels. Challenges Of Contact Center Outsourcing Services And How Magellan Solutions Solve Them.

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Philippines Call Center Strive Even In The Pandemic

Magellan Solutions

BPO industry in the Philippines is the country’s biggest services export sector. Yet according to an online job portal, the BPO industry is the top hiring sector for 2020. What to Expect in the Philippines Call Center Scene. As well as an industry leader in contact center outsourcing. Work from home setup.

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Contact Center Attrition and the RFP: You’re Asking the Wrong Questions

Blue Ocean

With a base team of 100 on that eComm program, this means the outsourcer onboards and offboards 50 FTE between May 1 and August 31 each year, for that one program alone. Or this: An agent is frustrated by the lack of support they are receiving on the job, bored with the work, and can’t see any opportunities for growth on their current team.

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This Doesn’t Have to Keep You Up at Night: How to Seamlessly Transition Your Outsourced Customer Care Program

Blue Ocean

Usually, we focus on the buying cycle or key decision-making elements to consider, but the fact is, choosing your new strategic partner is just the first step in a long dance together. It’s the implementation piece that keeps new clients up at night, especially when transferring from one customer service outsourcer to another.

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The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

Blue Ocean

It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty. A partner that elevates your agility is invaluable in the face of disruption.