Report

Market Report: The Ultimate Guide to Contact Centre Outsourcing – Current Trends and Future Outlook

Market Report: The Ultimate Guide to Contact Centre Outsourcing – Current Trends and Future Outlook

Outsourcing has gone hand in hand with call centres for decades. Whether for budgetary reasons entirely, to provide a better service or to reap efficiency gains, many large organisations have opted for outsourcing their call centre function at one point or another.

For this Market Report we spoke to industry leaders such as the Customer Service Director of boohoo.com and the Customer Contact Centres Project Director of Air France – KLM about the changes in the industry and how organisations can improve their customer service – even if they’re outsourcing their contact centre to an external provider.

5 Foundational Elements to Help Rebuild Your CX Program

5 Foundational Elements to Help Rebuild Your CX Program

Is your business ready for experience management transformation?

In the wake of unprecedented market disruption, each business across the APAC region is rethinking even the most basic of operations. Experience management leaders will play a critical role in helping organisations re-evaluate a successful economic framework, empower employees and, ultimately, reinvent their CX program

If your company focuses on making the most out of your experience programs, you can be proactive in times of crisis and take transformational steps forward when it’s business as usual. The work you do now to listen attentively to feedback from employees and customers will help you guide your organisation through the current crisis and into recovery.

In this paper by InMoment, you’ll learn five experience management best practices that together can enable organisations to achieve transformational success:

  • Evolve your surveys
  • Re-establish an economic framework
  • Empower employees to maximise CX
  • Make your data accessible
  • Re-organise your program for success