INDUSTRY PANEL

New CX drivers and updated reasons

Andrew Griffiths

Jade Giesen

Clark Atwood

Our panel discussed:

Review past, present, and future drivers of Customer Experience (CX) including the top business reasons that companies outsource their contact center agents (either entirely or in a hybrid model with inhouse and outsourced agents)
Technology drivers effecting CX, contact center platform decisions, and outsourcing
No pitches, no company history, no logo slides – just industry updates and what other companies like yours are doing in CX and BPO solutions
A comparison of Customer Experience and BPO strategies for traditional (pre pandemic), today, and predict future drivers in these areas
New Key drivers for outsourcing contact center agents
Current companies that are or have changed their BPO relationship and the impacts on CX
How the relationship between client and outsourced provider is shifting
How is the move to Microsoft Teams Voice impacting decisions on Contact Center Solutions
What outsourcing can fix, and where it should not be your go-to solution
What does the future look like for CX, outsourcing and technology? Our panel will give you their predictions
In order of importance, what are the strategic moves companies are doing today in contact center that they were not doing 3 years ago

Attendees should be Managers, Officers, and Executives with responsibilities in the areas of: