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Peering Beyond the Lens 4: Contact Center - Customer Experience Services

Jan 26, 2023, 12:21 PM
Title : Peering Beyond the Lens 4: Contact Center - Customer Experience Services
Summary : The Contact Center has contributed to the significant growth of managed services supporting Business Process Outsourcing (BPO), given the growing need for digital customer experience amid the pandemic.
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Public date : Jan 26, 2023, 01:00 AM
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The Contact Center has contributed to the significant growth of managed services supporting Business Process Outsourcing (BPO), given the growing need for digital customer experience amid the pandemic. But a number of complicated issues remain, including high employee attrition rates; new, and higher levels of, required skills; challenges surrounding the hybrid working model; and the effects of new technologies and functions such as AI, Digital Transformation, voice biometrics, facial recognition, and advanced analytics.

In this episode of Peering Beyond the Lens, Ken Presti does a deep-dive with Namratha Dharshan, chief business leader of a recent ISG Provider Lens™ report entitled, “Contact Center - Customer Experience Services.” This podcast is a must for any business leader looking to leverage their call center into a competitive differentiator.

View and purchase the full report here: https://research.isg-one.com/reportaction/Quadrant-CES-Global-2022/Toc

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Categories :
  • ISG Provider Lens
  • Peering Beyond the Lens Podcasts
  • Podcast
Tags :
  • ISG Provider Lens
  • ISG Smartalk
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    Peering Beyond the Lens 4: Contact Center - Customer Experience Services

    Jan 26, 2023, 12:21 PM
    Title : Peering Beyond the Lens 4: Contact Center - Customer Experience Services
    Summary : The Contact Center has contributed to the significant growth of managed services supporting Business Process Outsourcing (BPO), given the growing need for digital customer experience amid the pandemic.
    External URL :
    Alternate title :
    Show date : No
    Public date : Jan 26, 2023, 01:00 AM
    {{cta:peering-beyond-the-lens-podcasts}}

    The Contact Center has contributed to the significant growth of managed services supporting Business Process Outsourcing (BPO), given the growing need for digital customer experience amid the pandemic. But a number of complicated issues remain, including high employee attrition rates; new, and higher levels of, required skills; challenges surrounding the hybrid working model; and the effects of new technologies and functions such as AI, Digital Transformation, voice biometrics, facial recognition, and advanced analytics.

    In this episode of Peering Beyond the Lens, Ken Presti does a deep-dive with Namratha Dharshan, chief business leader of a recent ISG Provider Lens™ report entitled, “Contact Center - Customer Experience Services.” This podcast is a must for any business leader looking to leverage their call center into a competitive differentiator.

    View and purchase the full report here: https://research.isg-one.com/reportaction/Quadrant-CES-Global-2022/Toc

    {{cta:peering-beyond-the-lens-podcasts-subscribe}}

    Categories :
    • ISG Provider Lens
    • Peering Beyond the Lens Podcasts
    • Podcast
    Tags :
    • ISG Provider Lens
    • ISG Smartalk
    Article flags :
    Service line :
    Campaign :
    Vertical :
    Peering-Beyond-the-Lens-Contact-Center-Customer-Experience-Services
    Authors
    Related articles
    Related team members
      Load more comments
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