{"id":875,"date":"2016-05-03T07:36:00","date_gmt":"2016-05-03T07:36:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/contact-center-blueprint_050316\/"},"modified":"2016-05-03T07:36:00","modified_gmt":"2016-05-03T07:36:00","slug":"contact-center-blueprint_050316","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/contact-center-blueprint_050316\/","title":{"rendered":"Teleperformance, Concentrix and Sutherland lead the HfS Contact Center Operations Blueprint"},"content":{"rendered":"
Our latest research into intelligent operations reveals a customer first<\/em> strategy is the biggest driver for C-Suite leaders today, so where more important to focus than what’s going on at the call center? \u00a0Has there ever been a more compelling time for call center service providers\u00a0to step up and prove to their clients they can do a whole lot\u00a0more<\/em> than execute basic customer services?<\/p>\n Call center services have matured significantly in recent years, where you can find a plethora of providers doing a masterful job managing resources all over the world to deliver affordable voice services – but choosing between them has often never been so difficult. \u00a0However,\u00a0with the need for so many enterprises to focus on the omnichannel customer experience to differentiate themselves, we’re now in a critical bake-off between those call center providers delivering real customer value versus those still walking the treadmill of proving legacy voice services\u00a0at ever-cheaper rates. \u00a0Plus, we still have many enterprise buyers who squeeze the life out of their providers on cost, and then expect the provider’s A team to show up. Hence, there\u00a0is a fine balance between the value clients need, the investments they are prepared to make to achieve this value, and the ability of smart providers to invest in As-a-Service models<\/a> that take advantage of talent, digital technology and automation to deliver high value, without huge increases in headcount investments. Sounds easy, right?<\/p>\n In this vein, we’re excited to announce the release of our first Contact Center Operations Blueprint<\/a>, authored by HfS Research Director and contact center veteran,\u00a0Melissa O\u2019Brien<\/a>, the only contact center analyst who’s actually lived in the Philippines running a call center operation herself. Melissa’s<\/span>\u00a0been exploring the cluttered competitive landscape, talking to a huge number of clients and leading providers,\u00a0to help shed some light on the competitive landscape and where this market is truly heading:<\/span><\/p>\n