In a recent New York Times article on June 25th it discusses the steps the Obama administration is doing to expand coverage under the federal health care law on Monday, less than a week after the Government Accountability Office found that the federal government and many states were “behind schedule” in setting up exchange marketplaces where Americans are supposed to be able to buy insurance.
A recent article in CXO Today discusses the rapid growth in the the contact center outsourcing market in the Asia-Pacific region is ripe and is further expected to gain a significant momentum in 2013 and beyond, according to a recent Frost & Sullivan. At the end of 2012, contact center outsourcing market in the region registered near double digit growth. The market is expected to generate nearly U$33.0 billion in revenue by 2018, registering a CAGR of a 9.9 percent during the period.
A blog post from InContact.com gives a great overview of Contact Center “must do’s” in today’s modern age of cell phones, iPads, and always-connected devices; customers no longer need to talk to a real person. They can surf the web and read all manner of interesting literature about your products or services and in many cases, buy your products or services online without any human interaction. But every now and then something may go wrong. Sooner or later, the customer will need to call someone and guess who they’re going to call: your Contact Center.
An article from ICMI.com identifies the 5 key things that matter to customers, regardless of industry. Customers’ expectations have evolved significantly over the last decade as they have been exposed to different levels of service across a broad range of industries.
As the market for contact center outsourcing has matured, buyers are increasingly looking for sophisticated support from suppliers to enhance the customer experience across multiple channels, which include mobile apps and social media.