contact center
Creating a Culture of Centricity in Shared Services with AI
November 02 by SSON EditorCustomer centricity is the new norm in shared services for driving value-add for customers. In fact, according to data from SSON R&A, 63% of SSOs and GBS in Europe are prioritizing customer centricity...
WORK/LIFE 2.0 IN THE CONTACT CENTER
March 14 by Jordan MullinsThe Future of Work, the Next Normal...How has the pandemic changed our assumptions about work and how is automation stepping in to help in places like customer contact centers?
7 Key Steps to Delivering a Smart Interaction Center
October 09 by SSONConsumer expectations for simple, intelligent and empathetic service have never been greater. Great customer service that delivers—and exceeds—what customers expect requires data-driven personalizatio...
2018 Predictions: How Digitalization Will Affect Your Activities
January 04 by Darrin Bird2018 Predictions on how digitalization will drive innovations around technology, innovation, business intelligence, contact center operations, compliance and more
From Stone Age to Space Age: Why Contact Centers Are Choosing Cloud Over On-Premise
March 30 by The Shared Services & Outsourcing Network EditorFred Flintstone vs George Jetson 6 Reasons Call Center Execs Are Moving from On-Premised Solutions to the Cloud In this e-book you’ll learn why the industry's most forward-thinking call...
6 Undeniable Truths About Building a Profitable Contact Centre in Asia
July 03 by Darwin Jayson Mariano – Contributing Editor / AsiaIt is true that the contact centre industry in Asia, as a whole, is on the rise. With continued economic growth of the Asia Pacific region, albeit moderately, contact centres all over Asia stand to...
Contact Center Outsourcing Report: Provider Switching and Consolidation Plus Increased Scope Accounts for Larger Deals
June 26 by SSON Industry ReportsEverest Group’s recently released report, Contact Center Outsourcing Annual Report 2014: Changing Times, Evolving Value Proposition notes that the Contact Center Outsourcing (CCO) market has e...