Accelerating CX Through an Optimized Contact Center Outsourcing (CCO) Model | Pinnacle Model™ Analysis 2019

14 Mar 2019
by Shirley Hung, Skand Bhargava, Vani Oswal

While most enterprises are leveraging Contact Center Outsourcing (CCO) providers to achieve their Customer Experience (CX) vison, only some enterprises have been able to build exceptional CX capabilities and derive strategic business outcomes, having partnered with their CCO service providers. Everest Group recognizes such Pinnacle Enterprises™ by assessing organizations’ CX outsourcing strategy on Everest Group’s proprietary Pinnacle Model™

The assessment revolves around understanding what Pinnacle Enterprises™ are doing differently – how have they built and orchestrated their CX capabilities, including digital solutions, through partnership with their service providers. The journeys of these best-of-breed enterprises further provide insights into how effectively one can optimize engagement with their CCO providers.

In this report, to identify Pinnacle Enterprises™, Everest Group examined five key capability areas: strategy, approach, engagement model, technology adoption, and organization & talent; and three key types of outcomes: cost, operational, and business by studying CX outsourcing journeys of 50 enterprises that participated in the study.

Report content includes:
  • Differentiators for Pinnacle Enterprises™
  • Key implications for enterprises
  • Accelerating your CX outsourcing journey
  • Assessment of impact created
  • Assessment of capability maturity
 

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