The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care.
“60% of B2B clients are emotionally indifferent toward their suppliers.”
If that statistic causes you alarm, you’re in the right place. We’re avid believers that strategic partnerships with your vendors and suppliers are vital to the trajectory of your success. In this recent Forbes article, the author aptly points out that “the ability to extract the best from key partners is as important as getting the best from employees.” You (hopefully) aren’t emotionally indifferent towards your employees, so why would you be towards your providers, whose impact on your organization is just as valuable?
Viewing your supplier as an extension of your internal organization invites the opportunity for knowledge sharing, process improvements, risk reduction, and product/service innovation. This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. They represent your brand in the most vulnerable way possible, so investing in the relationship is imperative.
The idea that vendor relationships can no longer remain merely transactional is becoming more widespread. While this has been our viewpoint for years, it’s a realization that is finally taking the B2B world by storm, as more companies realize the competitive advantage a strategic partnership affords them. Hopefully by next year, that 60% statistic will be much, much lower.
Source: https://blueocean.ca/outsourced-customer-care-trends/
Publish Date: July 12, 2018 |
| 6.) |  Genesys Workforce Management WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center. WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network. If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice... (read more) |
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