Building Repeat Business
According to NewVoiceMedia, an estimated $41 billion is lost by U.S. companies annually following bad customer experiences. And, 91% of unhappy customers will not willingly do business with you again, per Lee Resources. Providing superior customer service and building brand loyalty are critical to financial growth. Repeat customers will spend more and spread the word about the brands they love.
At CGS, our Business Process Outsourcing (BPO) team understands each client’s brand identity and values and develops custom, cost-effective solutions to address core business challenges. Our agents are problem-solvers rather than script readers and work hard to drive customer loyalty and repeat business by making each interaction personalized and enjoyable.
Supporting Digital Customers
Tech gadgets have become the center of our lives. As companies develop more powerful, complex products, and users become more tech-savvy with higher expectations for the quality and expediency of help, IT teams must deliver exceptional support services to stay competitive.
Customers are using social channels to vent frustrations and seek advice from their networks. This has translated into tech teams having to be more knowledgeable in their products to keep up, monitor conversations across channels and interject when needed. That requires the sophistication to follow users in their journey.
CGS’s technical support outsourcing solutions, including social media monitoring, can help your customers get the most out of their technology.
Enabling Employees to Consistently Exceed Customer Expectations
Harvard Business Review research has shown that a 5% increase in customer loyalty can boost profits by as much as 25% to 85%.
Securing the hearts and minds of your customer base through training is a high priority with a high return on investment, but it also can be high effort if you do it alone. CGS Enterprise Learning has expertise in building scalable customer experience, loyalty and sales training programs that can interactively reward employees for consistently exceeding customer expectations.
We know that the key to developing effective customer experience learning programs is determining how to cultivate loyal, profitable customers in a way that aligns with your company's specific strategy, processes, technologies and culture.
Meet Consumer Demand
A recent Forrester Research report found that 51% of retailers surveyed were unable to fulfill between 2% and 10% of orders. Yet, consumers are more enlightened and empowered than ever before and they are placing ever-greater demands on retailers to either "get it right" or lose their business.
Consumers are also increasingly using social media and alternative channels to communicate with and about the retailers; therefore, keeping pace with today's empowered consumer is essential for the retailer's long-term prosperity.
With consumers expecting anytime-access to the information, products and services they desire, CGS’s BlueCherry® Enterprise Suite provides integrated retailers with the tools to meet demand and thrive in a highly competitive marketplace.
“The CEO Show” featuring Phil Friedman
Phil Friedman, CEO and founder of CGS, was recently interviewed for "The CEO Show," a syndicated radio program, which...
CGS Recognized among 2017 Tech Elite Solution Providers by CRN®
Tech Elite 250 list recognizes IT solution providers with deep technical expertise and premier certifications New York...
CGS Recognized as 2017 Top 20 Training Outsourcing Company by TrainingIndustry.com
New York, NY – April 10, 2017 – CGS, a global provider of business applications, enterprise learning and outsourcing...
Webinars & Events
ICMI Contact Center Expo & Conference
CGS will attend the ICMI Contact Center Expo & Conference in Orlando, FL from May 22-25. This Year's theme and...
2017 XChange Conference
CGS is attending the largest, independent gathering of the IT channel’s premier solution providers and technology...
Global Outsourcing Pros and Cons in the New Political and Economic Environment
CGS will host an exclusive event to discuss outsourcing advances, risks and strategies amid the changing global...