Special Report: A New Approach To Outsourcing Customer Experience
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One of the most common pitfalls among business leaders today is thinking that the best ideas must start within their mind or within their companies. However, this approach puts a ceiling on innovation. The best way to start is by identifying what a brand’s target market needs but can’t yet find.
As you’ll see throughout this report, more times than not, this answer can be found in the design of the customer experience. From process management, including inventory and branding, to speed and efficiency of service, the customer advertently or inadvertently feels what goes into the experience that the brand produces and the consumer receives.
Featuring research and insights from Dan Gingiss, Bestselling Author, Forbes Contributor, former Social Media and CX Leader at Discover, Mcdonald’s, and Humana, Shep Hyken, NYT and WSJ bestselling Author, Customer Experience and Customer Service Expert, Dawn Baker-Brewster, Vice President of Global Customer Contact Center Operations at PFS, and the CCW Digital analyst team, this report will cover:
• New ways to improve customer experience efficiency without sacrificing quality
• The shifting consumer behavior trends and how brands should address them
• How to drive profitable conversations and reduce average handle time while improving first-contact-resolution
New BPO and outsourcing solutions, technologies, and strategies to consider
The real future of remote work in CX
