Outsourcing
-
9 Tips for Building a Business Case for Outsourcing
Sep. 22, 2021An outstanding BPO experience begins with an outstanding business case. Preparing a clear business case and set of goals is essential to ensuring that both you and your outsourcing partner meet or...
-
Top COVID Challenges for Contact Centers in 2021
Sep. 08, 2021To help businesses across all industries succeed in the COVID-19 era, CGS surveyed more than 200 top company leaders and decision makers about how COVID-19 is impacting their call center operations
-
Top 3 Business Challenges and How Outsourcing Can Help
Sep. 02, 2021In our 2021 survey, we put three very direct questions about support to 200 business leaders and
-
-
Training for Empathy in Contact Centers
Aug. 17, 2021You can’t have an efficient and productive contact center if your staff isn’t equipped with exemplary training.
-
Balancing Technology and Costs with Empathy and Experience
Aug. 03, 2021Consider how many times you’ve typed or shouted, “Speak to a representative,” at a chatbot or interactive voice menu that struggled to understand your question.