CCO market: scale-first versus digital-first models
The rise of digital CCO has created two broad market segments: scale-first CCO and digital-first CCO. The models are not mutually exclusive; regardless of model focus, there will be elements of both, and each will remain viable for providers in the next three to five years.
Global services in South Africa – headcount, services, and key companies
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The shift to digital in contact centers is driving a transition in the service provider role from reactive participant to strategic engagement partner, managing the customer experience jointly with the enterprise
To enable the growing adoption of automation, CCO providers are offering more advanced analytics options to their clients. Investments in predictive and prescriptive analytics now make up more than half of all analytics investments.
Though comparatively low as a percent of the total, multi-region CCO contracts are on the rise as enterprises seek to consolidate their portfolios and ensure a consistent customer experience across regions.
As more Multi-National Corporations (MNCs) target additional geographies for growth, the number of multi-region contracts will continue to grow in the coming years.
Multi-channel vs. omni-channel customer experience: solution characteristics
Omni-channel customer experience value proposition
The increased adoption of automation in CCO enables service providers to achieve balance cost and customer satisfaction
As enterprises shift their focus from pure cost savings to improved customer service, the CCO delivery mix has been shifted to a balanced onshore/offshore model
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