SSOW 2019

Great seeing you at SSOW 2019! Enjoy these complimentary digital downloads on us.

ISG helps enterprises navigate the journey to digital transformation:
Shared services & outsourcing advisory
Automation & cognitive – “going digital”
Business process & technology consulting
Operational excellence in F&A, HR, IT, CX/UX, RPA & VMO

Please contact us with any questions.

Digital Downloads

Finding the real enterprise value in blockchain

Insurance BPO Pricing

ISG InformX One Pager

The Promise of the Digital-Twin

Performance-Based Contracting

RPA Testing 101

The Right Call: Five Leading Practices for the Contact Center

Business contact center and IT service desk1 management practices are evolving in response to a variety of technology innovations and new business requirements. Self-help tools are changing how service desks manage first-level contacts, new approaches to agent training are enhancing service quality and reducing turnover, and organizations are reassessing their approach to staffing and outsourcing.

As quality service at low cost becomes increasingly commonplace, top-performing organizations are seeking new and innovative ways to use the contact center and service desk to gain a competitive edge.

This ISG white paper outlines five leading practices for optimizing contact center and service desk efficiency and contribution to the business, and examines emerging trends related to deriving value from the contact center.