Explore more Categories
Artificial Intelligence involves the science and engineering of developing intelligent machines
The manufacturing world is at a cusp of a new revolution that will redefine conventional business models
IoT will have a major impact on businesses and consumers in the future
The world is creating 2.5 exabytes of data daily
Our research seeks to connect-the-dots across multiple trends
Personal Robots are Set to Be a $19 Billion Market
Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies
iFrost is a digital platform for interactive and dynamic reporting of data.
The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products
THE Driver for Customer Experience Excellence
* Required Fields
Pay by invoice
This Market Insight will explore how large Business Process Outsourcers (BPOs) have created company cultures that have become a driver for customer experience (CX) excellence across global markets. Much more than a company call for donating to a favorite charity, it’s about employee volunteerism, feeding children, caring for the environment, day care, sports activities, blood drives and community support! Readers will understand how these forward-thinking service providers are doubling down on their investments to transform their distinct company cultures into a competitive advantage. This study will discuss the net effect and global impact of culture on branding, lowering agent attrition, and increased customer satisfaction (C-SAT). In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies:AloricaAtento QualfonSitel GroupTeleperformanceTELUS InternationalTTEC (Formerly TeleTech)Unless otherwise noted, the opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research, interviews and analysis. They do not necessarily reflect the views of the companies cited above. There is a separate section that delineates each company’s position with commentary and quotes. We sincerely thank these firms for their participation in this study. Frost & Sullivan has a global team of analysts and consultants, who continuously research a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in what we term growth, innovation, and leadership (GIL). These companies have a keen eye to the future, and drive innovation that meets future needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products at optimal prices to maximize customer value and customer experience, and by doing so are growth leaders in their respective industries. Identifying such companies involves extensive primary and secondary research across the entire value chain of specific products and/or markets. Two of the companies interviewed for this Market Insight have recently been recognized with Frost & Sullivan Best Practice Awards.Global BPOs today believe that they have a fundamental obligation to help human society and our planet thrive. The challenge for them is this: Beyond charitable giving and employee volunteerism, how can they make an even bigger impact on engagement, agent retention, client relations and tenure? Can a BPO company balance its financial goals while supporting programs that have wide global societal impacts?Author: Michael DeSalles
North America Contact Center Outsourcing Market, Forecast to 2022
Indian Contact Center Applications and Services Market, Forecast to 2022
North American Workforce Engagement Management (WEM) Market View for Customer Care, 2019
North American Robotic Process Automation Market View for Customer Care, 2019
Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2023
Growth Opportunities in the North American Contact Center Market, Forecast to 2022
Cloud Contact Center Buyers Guide, North America, 2018
Contact Center Systems Buyers Guide, North America, 2018
4 Valuable Insights from the 14th Annual Customer Contact, East
Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Markets, Forecast to 2023
food waste market
fuel cell market
wearable technology market
commercial aviation market
Fill in the fields below to receive a sample report
Don't have an account? Create One!
Enter your Email Address here to receive a link to change password.
If you are an existing frost.com user, please register using the same email for seamless access
Already have an account? Login!
Use your Linkedin account to login or register within our store.You're just one click away.