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Global Service Delivery


Topic Content

How Languages Impact Customer Experience

Customer experience is the new battleground for organizations. By 2020, CX will overtake price and product as the key brand differentiator. And according to Gartner, 89% of companies expect to compete mostly... Read More

Why Outsourcing Relationships Fail

One of the most common reservations I hear from prospective clients concerns bad experiences with previous outsourcing. Understanding why some outsourcing relationships fail can dramatically increase your chances for success. While there... Read More

Interview: Secrets to Successful Global Support: Part 3

Serving customers is complicated, and it’s only getting more complicated. According to recent ICMI research, 73% of contact center leaders have noticed an increase in the complexity of customer contacts. Another 62%... Read More

ICMI's Elaine Carr Shares Secrets to Successful Global Support

Serving customers is complicated, and it’s only getting more complicated. According to recent ICMI research, 73% of contact center leaders have noticed an increase in the complexity of customer contacts. Another 62%... Read More

Scott Sachs Shares Secrets to Successful Global Support

There’s no doubt about it, serving customers is complicated. And it’s only getting more complex. According to recent ICMI research, 73% of contact center leaders have noticed an increase in the complexity... Read More

Meeting and Exceeding Global Customers' Expectations

There are 7.125 billion people in the world. Each person is a unique, complex individual with their own likes and dislikes. Unfortunately, less than 50% of global businesses offer personalized customer service,... Read More

Outsourcing Is Evolving, Providing Many Options

Contact center outsourcing is not “all-or-nothing;” to succeed, you’ll need to think through the specifics I am often asked for my thoughts on outsourcing: "How do customers feel about it?" "Which states... Read More

#ICMIchat Recap: Is Multilingual Support Really Necessary?

How many languages do your customers speak?  Are you able to provide support in each of those languages? Today it's estimated that more than 7,000 languages are spoken across the globe.  Chances... Read More

The Modern Day Tower of Babel: Solutions for the Multilingual Contact Center

Leaving aside the question of where and when it was actually constructed, the structure commonly known as the “Tower of Babel” is an interesting metaphor for what can be a challenge for... Read More

90 Days to BPO Success

You’re running a growing company. Growing quickly, by leaps and bounds, to the point where you are getting distracted by running the company instead of doing what you set out to do.... Read More



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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