The Top 5 Most Popular Customer Service/BPO Posts from 2019

Over the past year, the CGS blog has played host to several fascinating voices from the BPO sector. We’ve had ringside seats to watch domain leaders, and experts articulate their perspectives and insights. 

As the year comes to a close, we’ve compiled a list of the top 5 most popular blog posts from 2019. These five blog posts offer vast knowledge and insights which can help you kick off 2020 better informed and better prepared. We hope these think pieces will inspire you with new ideas, refresh your outlook, and sharpen your focus on your future goals. 

 #1 How to Reduce Risks with Business Process Outsourcing

Quote: “Even as the number of companies relying on outsourcing increases, Deloitte reports that 57% of businesses have an inadequate awareness and visibility of the sub-contractors engaged by their third-parties. Organizations can no longer afford to be in the dark.”

Topics: Outsourcing, Cybersecurity

Key takeaways: Global organizations must use every resource available to improve customer experience, as it is a critical competitive differentiator. This is where relying on outsourcing and BPO providers is essential. But partnering with a BPO vendor comes with some inherent risks. Thankfully, risks such as data security and corporate governance can be managed proactively and smartly to maximize operational efficiency and productivity.

 #2 Podcast: When it Comes to Customer Service... Were Chatbots Just a Fad?

Quote: “When making an inquiry through a texting-based messaging service for customer support, 86% of U.S. consumers preferred interacting with a human over an artificial intelligence (AI)-based system.”

Topics: Outsourcing, Tech Outsourcing, Call Center

Key takeaways: The second episode of CGS’ podcast – “The Thread” had host Evan Aldo sit down with Richard R. Shapiro. He is the Founder and President of the Center for Client Retention to explore a single question on a lot of people’s minds: are chatbots helping the customer service industry, or are they just a passing trend? Check out this podcast as the Thread podcast dives deep into the significance of Artificial Intelligence (AI) and Robotic Process Automation (RPA) in augmenting customer support services.

 #3 5 Ways Technology Can Improve Contact Center Efficiency

Quote: “As research from NewVoiceMedia shows, today’s customers are more than eager to offer their views and opinions, but the breadth of this feedback can get overwhelming. With AI-based analytical tools, contact centers can tap customer feedback for valuable insights.”

Topics: Outsourcing, Tech Outsourcing

Key takeaways: The quality of customer service from a contact center can make or break a company’s reputation. It’s no surprise then that companies are willing to use every tool in their arsenal to ensure a positive outcome. This is where technology can play an instrumental role in improving operations and augmenting agent performance. With automation technology, contact centers can enhance customer experience while scaling operations and boosting productivity.

 #4 3 Things That Drive Efficiency in Customer Experience

Quote: “One key to success is to rationalize all the efficiency opportunities within an overarching customer experience strategy and plan. This creates an end-to-end contextual customer experience map that empowers employees and partners to deliver consistent experiences.”

Topics: Outsourcing, Call Center, Tech Outsourcing

Key takeaways: In today’s competitive marketplace, what companies need more than anything is to improve their understanding of customer expectations. But this requires more in-depth insights into their workflows and organizational culture. By developing a journey roadmap, organizations can align these two critical business dimensions. Doing so allows them to fulfill their customer’s needs, improve internal business processes, and streamline their workflows for a winning edge.

 #5 Where Chatbots and AI Fit into Your CX Strategy

Quote: “The market forecast for chatbot technology is expected to grow from $190.8Million in 2016 to $1.25Billion in 2025. It’s important to keep in mind that the critical success factor is not the technology but how it is used to deliver a customer experience that delights and builds your brand’s service quality reputation.”

Topics: Outsourcing, Call Center, Tech Outsourcing

 Key takeaways: Technology is transforming the customer experience (CX) across industries. But striking the right balance between technology and human skills is critical. With the right applications for AI and chatbots, companies can not only improve and scale their operations but also complement and enhance the abilities of their human agents to deliver consistently excellent CX.

That concludes our list of the top 5 most popular customer service/BPO blog posts of 2019. We hope you found them worthwhile. 

 On behalf of the entire CGS team, we wish you happy holidays and a great 2020!