Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Creating a CX Center of Excellence - Their Benefits, Insights, and Examples - Servion - ContactCenterWorld.com Blog

Creating a CX Center of Excellence - Their Benefits, Insights, and Examples

Changing market trends and the disruption of a global health crisis have placed unprecedented pressure on customer service operations. As a result, we are seeing more organizations standing up a Customer Experience (CX) Center of Excellence (COE) to drive long-term value and deliver service experiences that surpass that of their competitors.

A COE is a centralized (sometimes virtual) unit of dedicated people within an organization that acts as a reliable, go-to source of information for everyone within the company for improving all things CX. Whether an employee is in Marketing, Operations, or Product Development, in San Francisco, London, or France, they will know where to go to find new CX process protocols, metrics, and important customer data.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Why Centers of Excellence Make Sense

  • You’ll gain much-needed access to subject matter experts: Beyond leading technologies, access to expertise remains a challenge for many organizations. A 2018 study conducted by McKinsey found that companies that move top talent to high-priority initiatives are 2x more likely to outperform their competitors in the form of returned shareholder value.
  • You’ll be able to innovate and adapt to changing conditions faster than your competitors: This access to expertise will enable your organization to innovate much more rapidly. In a recent survey, 80% of companies that expected to implement AI by 2019 failed due to lack of access to data scientists. Meanwhile, according to PwC, 61% of companies say the solution to reaching strategic goals is collaborating more across functions with greater expertise.
  • The stronger your focus, the stronger your output and achievements: According to Gartner, 95% of organizations that establish a Cloud Center of Excellence will deliver measurable cloud success through 2021. Research from McKinsey found that 60% of top-performing companies in advanced analytics have a “center of gravity” to drive their analytics efforts forward. In a separate study, Gartner found that 50% of organizations with more than three AI projects will establish a Center of Excellence for AI by 2022. In short, establishing a COE works.

Examples of CX Centers of Excellence in Action

  • Think of your marketing department. You’ve got your Chief Marketing Officer (CMO), your Marketing Manager, your Social Media Manager, various product marketing managers, your customer service executive and more. You may have these heads of various marketing and service-related functions gather in a COE to establish best practices for social and digital or live customer care, serving as a go-to source of information for relevant customer data, shared customer history, and different types of customized content that can be used across other departments for upselling and delivering better service.
  • You may create a centralized portal that is accessible to every person within the organization regardless of location. This kind of CX Center of Excellence can include formulas for calculating whatever it is you’re looking to improve on (ex: cost-based effects of efforts across different business functions). Over the course of weeks or months, you’ll begin to see gaps of where data was previously missing across different business functions or office locations. In this way, the CX COE can act as the single point of access for every office to source all change direction, internal and external communications strategies, and all the templates and instructions (employee training materials) needed for driving change and improvements.
  • You can hire an end-to-end, consultative technology specialist to act as an external centralized unit of dedicated people for your organization. Many enterprises turn to Servion for their CX COE due to our large team of certified engineers spread globally that covers the complete lifecycle of customer experience solutions.

Signs of a Great CX Center of Excellence

  • Your organization will actively improve CX and create new operational efficiencies with recommendations on best practices, emerging technologies, and shared services in a continuous improvement model.
  • You’ll be able to revitalize the role of your customer service/contact center by ensuring timely access to accurate information while maximizing the experience of your employees.
  • You’ll be able to more quickly address complex challenges that impact the experiences of your customers with access to the right data at the right time, and better collaboration with key stakeholders organization wide.

See how Servion can help stand up a CX Center of Excellence for your organization.

Publish Date: December 2, 2021 12:23 AM


2021 Buyers Guide Outsourced Contact Center Services

Page: 1234
1.) 
Premium Listing
Ec3

Retention Outsource Services
Ec3 is an recognized boutique outsourcer based in Durban, South Africa. Focusing on client retentions, reactivations and cross-sales Ec3 has set the standard in outsourcingwith emphasis on guarding client data through rigorous systems and checks and balances.
Neutral English accents and only GMT+2 time zone means campaigns can be easily implemented worldwide. For quality standards, highest conversions and data integrity Ec3 has become the de facto standard for customer retentions through outbound voice, AVM and webchat.

2.) 
Premium Listing
Omnie Integrated Services

Omnie is driven by a mission to make premier customer service and leading technologies available to organizations of all sizes. Omnie’s North American-based brand ambassadors support voice, SMS, email, contact form, live chat and social media. For digital communications, Omnie offers both live chat and automated customer support, 24 hours/day. With clients in the United States, Canada, and Europe, Omnie provides customer service to brands all verticals including eCommerce, health & wellness and hospitality, tech, and travel.


3.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)

4.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.

5.) 
AB Call Center

Single window of services
Single UI for all of your resources.

6.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)

7.) 
Abante BPO

We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.

8.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

9.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.

10.) 
Fusion BPO Services

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.

11.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

12.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business

13.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.

14.) 
Boomerang Marketing SA

BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.

15.) 
CallForce

CallForce Outsourcing Specialists
Delivering innovative,customised contact centre solutions from South Africa to the global market

16.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

17.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)

18.) 
CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)

19.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.

20.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support
 
Page: 1234



View more from Servion

Recent Blog Posts:
AI-enabling Your Contact Center is Inevitable. Here Are Two Options from Amazon and GoogleJanuary 17, 2022 12:00 PM
How to adopt the right Cloud Contact Center Solution for your businessJanuary 10, 2022 1:33 AM
Why Servion for Cloud -- Successful Strategies, Satisfied CustomersDecember 20, 2021 2:20 AM
Servion Partners with Genesys to Deliver World-class Contact Center Solutions and Customer ExperiencesDecember 16, 2021 11:12 AM
Creating a CX Center of Excellence - Their Benefits, Insights, and ExamplesDecember 2, 2021 12:23 AM
Reevaluating your omnichannel customer experience (CX): What matters mostNovember 30, 2021 4:25 AM
How Does the Public Sector Benefit from CCaaS?November 23, 2021 1:45 AM
Managed Services for AI: Scale, Protect, and Continuously ImproveNovember 15, 2021 7:17 AM
80% of CX leaders believe AI enhances the Contact Center. Here’s how to start benefitingNovember 10, 2021 2:44 AM
There are no jet skis to reach your customerMay 18, 2016

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =