Narayan AmmachchiNearshore Americas will host a webinar to showcase how to provide superior quality customer service (CX) amid rising wages and a worsening labor shortage.
Providing high quality CX services has never been easy, but the current labor situation makes the task even more daunting.
At the event, scheduled for September 15th, 2pm EDT, Brandon Horton, Executive Director (mass market sales) at Constellation Energy, will share his company’s experience in providing CX from Latin America. One of the pioneers in the Nearshore services industry, Constellation Energy has been present in the region for more than 15 years.
Horton will be joined as a speaker by Bill Colton, CEO of Telesourcing.
Many US businesses still depend on an in-house customer team providing the service from within the country. With wages rising, CX costs are climbing rapidly.
The event will help differentiate between in-house and low-cost third party services providers.
There are a variety of CX providers in Latin America. Some providers have commoditized the service, and their offering is largely aimed at reducing the cost for the buyer. There are also natively-staffed vendors, who offer to replace in-house and domestic operations.
The following will be among the topics to be discussed in the webinar:
- Which path to navigate: In-house vs. premium CX partner vs. standard CX partner
- Building a healthy and collaborative culture with CX partners
- Comparing KPI performance among partners and in-house
- Strategies to maintain alignment and sustain effective communications
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