31 West

JUNE 24, 2018

IMPORTANCE OF CUSTOMER SERVICE. Have you ever asked yourself – What is the importance of customer service? Is it really that important? Does it have to be great? Isn’t good, good enough? Take a look back at your personal experience with companies, and you’ll agree with us that there have been only a few times that customer service was so great it made you feel like a special customer and not just another unresolved ticket.

Customer Service 130

Customer Service Service Out-Tasking Research 130

Blue Ocean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.

Customer Service 117

Customer Service Service Jobbing Contact Center Outsourcing 117

SourceFit

JUNE 27, 2018

Philippine BPO companies are expected to add 70,000 jobs and generate $1 billion in revenues in 2018 as the workforce acquires new skills to survive the shift towards artificial intelligence (AI), according to the Contact Center Association of the Philippines (CCAP). CCAP said the business process outsourcing (BPO) sector will expand by 7 to 9 percent this year, higher than the 6 to 7 growth forecast for the global outsourcing industry.

Jobbing 52

Jobbing BPO Call Center Business Process Outsourcing 52

Presidio

JUNE 4, 2018

As everyone in IT knows, the demands on the data center (DC) keep growing – and there doesn’t seem to be an end in sight. So, how can businesses manage this trend and turn it into a competitive advantage? First, let’s examine some of the drivers behind this explosion in data center demand: Expanding DC footprints – In recent years, data centers have grown from hundreds and thousands to tens of thousands of server workloads.

Flexibility 54

Flexibility Efficiency Management Marketing 54

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Are you helping your people proactively plan for retirement? How are you prioritizing the mental health of your HR team? These are a few of the questions that HR professionals are seeking answers to today. Luckily, Gallagher’s consultants came together with four robust articles (and one infographic) that help address these pain points and provide you with proactive planning tips to help you simplify, personalize and create flexibility in your benefits offerings to help ensure your people thrive

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Chazey Partners

JUNE 19, 2018

Chazey Partners, a global management consulting firm specializing in Shared Services, Business Transformation and Robotic Process Automation (RPA), was once again invited to chair and … Chazey Partners to Chair and Present at Shared Services & Outsourcing Week Europe Digital Conference 2018 Read More ». The post Chazey Partners to Chair and Present at Shared Services & Outsourcing Week Europe Digital Conference 2018 appeared first on Chazey Partners.

Shared Services 52

Shared Services Robotics Process Automation Global Management Consulting Outsourcing 52

Magellan Solutions

JUNE 12, 2018

It is very seldom that people apply voluntarily for an insurance. Most of the time, insurance companies need to go where they are. For example, when Best Life Rates surveyed a number of Americans, the majority of the respondents did not consider insurance as a necessity. Only three percent said they do. The good thing is, American consumers are feeling less and less pressure when it comes to financial stability.

Insurance 40

Insurance Call Center Sales Research 40

Safeguard Global

JUNE 5, 2018

No company-wide change can happen without the buy-in of the right stakeholders – it’s the only way decisions get made. However, once you have committed to the decision to make a change, you can’t forget about them. Stakeholder engagement is critical to keeping a project moving and to make it a success. All too often we take the time to identify the project that is needed – whether to satisfy new goals and objectives or to solve an existing problem.

Management 40

Management Payroll Research 40

Future of Sourcing

JUNE 12, 2018

In the current marketplace, there is simply no way around a multishore contact center delivery model. The reality is that with unemployment rates in key demand markets at near-record lows, the ability to source qualified, motivated talent needs to be done both domestically and in overseas locales. This is a dynamic that may be the source of political dispute but for those on the front line of delivery, it is simply a fact of life.

BPO 52

BPO Offshoring Nearshoring Contact Center Outsourcing 52