Multilingual Hubs – When Two Heads Are Not Better Than One
The phrase ‘two heads are better than one’ is commonly accepted in the context of collaborative working and idea sharing, but when it comes to...
According to a recent benchmark of more than 3,000 companies worldwide, customer experience is now the No.1 performance measure in boardroom. That’s way ahead of profits (the traditional domain of marketing) and of cost to serve (the perceived responsibility of the contact centre). That doesn’t mean boards suddenly care less about profit or cost. It’s just they’ve realised CX to be the key that unlocks both.
This paper explains how this new-found focus on CX will bring marketing and the contact centre closer than close, and how enlightened outsourcers might broker that relationship.