Contributor: Maya Fowell
Posted: 12/15/2015
Overcome the Challenges of Outsourcing in Customer Experience
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 internationally can make a big difference. However, the biggest hurdle in this process is perhaps the limited control you’ll have over a team who might Full Article »
Contributor: Zarina de Ruiter
Posted: 05/20/2016
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 rapidly growing FinTech organisation and she shares their experience with outsourcing, touching upon important aspects such as omni-channel and the human t Full Video »
Contributor: Zarina de Ruiter
Posted: 07/06/2016
customer service, contact centre, outsourcing, case studies, interviews
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 in recent years? And how will this continue to develop? In this report we look at the developments on the people side of customer service (such as ou Full Whitepaper »