Today, advanced solution providers are allowing more organizations to maintain operational control over their agents and processes through nearshoring, regardless of whether they are working from home or in the office.
However, when it comes to leveraging a contact center partner for the future, there are specific factors, trends, and potential benefits that need to be addressed in order to improve the overall business function when it comes to selecting the right partners, customer service solutions, and nearshoring options.
This guide will discuss what steps organizations need to take when considering a nearshore customer service option and what factors to consider.
Featuring CCW Digital’s latest research, as well as first-hand insights from, Dan Gingiss, Bestselling Author, Forbes Contributor, former Social Media and CX Leader at Discover, Mcdonald’s, and Humana, Matt Wujciak, CCW Digital Analyst, Victor Hugo Araiza, Sales & Marketing Director, Call Center Services International, and Frank Esparza, VP of Sales and Marketing, Call Center Services International, this report will cover:
• The latest consumer behavior trends and how they impact customer service workflows
• The importance of contact center proximity and management control
• Cultural alignment and communication with U.S. consumers
• Recruitment, scalability, and infrastructure trends
• Optimal pricing models, and so much more
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