Outsourcing

Despite the proliferation of contact channels available to customers nowadays, call centers haven’t gone anywhere. In fact, they’re only growing in popularity and expanding into full fledged contact c...

The customer service technology, tools and processes have evolved tremendously, accelerating in the last few years, and so have the requirements for your people. But what have been the biggest changes...

Outsourcing has gone hand in hand with call centres for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many large organisations have opted fo...

Petra Mengelt, Customer Service Director at Euroloan Group and a CX Network Advisory Board member, presented an insightful session around outsourcing at CX Excellence World this year. They’re a rapid...

Given today’s competitive market, investing in in-house staff to handle customer experience needs can become a financial burden for many companies. Thus, resorting to outsourcing, either locally or in...

An infographic looking at the surge of outsourced contact centres and their impact on customer experience.Outsourcing call centres has become quite common within the industry, but how does the locatio...

CX Network's report on the 'trending topics' in customer experience; big data, digital marketing, diversification, loyalty, omni-channel, personalisation and social media. Download the Trending Topic...