Webinar Deck: Effectively Leveraging Outsourcing Relationships to Drive Better Customer Experience

15 Nov 2018
by Michel Janssen, Shirley Hung, Skand Bhargava

On November 15, Everest Group hosted a 60-minute webinar titled, Are You Effectively Leveraging Provider Relationships to Drive Better Customer Experience?

Pinnacle Enterprises™ have achieved 2.4X improvement in customer satisfaction, through their CCO provider engagements, compared to other enterprises. In the webinar, we discussed Pinnacle – or best-in-class – strategies for leveraging their CCO relationships to drive better business outcomes. By expanding scope of traditional CCO relationship into broader Customer Experience Management (CXM) services, Pinnacle Enterprises™ have transformed it into a strategic differentiator rather than a cost center. This webinar provides insights into the leading CXM models, practices, and capabilities that contribute most to business impact, based on our Pinnacle Model peer research.

Questions addressed:

  • How do Pinnacle Enterprises leverage Contact Center Outsourcing (CCO) to drive a better customer experience, and what uptick in business impact do they realize?
  • What key practices and capabilities do Pinnacle Enterprises deploy to realize higher business impact?
  • How do Pinnacle Enterprises’ expectations of, and engagement with, CCO providers differ from other enterprises, and how is that improving results?
 

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