Patrick Gorman, Author at

The new customer experience must be effortless

by Patrick Gorman | Jun 19, 2020 | CX Service Design

2020 is a year that very few businesses will forget, and we are still only halfway through. As companies start to consider what comes next, focus needs to be on making the customer experience as effortless as possible. This might mean adapting processes, reviewing...

Outsourcing to one support partner; it’s not a risk

by Patrick Gorman | Feb 12, 2020 | Selecting the right Outsourcing Partner

When it comes to outsourcing to one support partner (single-sourcing), there is a view that it’s risky. As a result, as companies evolve and grow, they often bring new partners on board to handle part of their customer service requirement. But, when managed in the...

Relationship, Experience, and Understanding: Outsourcing customer service the right way

by Patrick Gorman | Feb 6, 2020 | Outsourced customer contact management solutions, Selecting the right Outsourcing Partner

An increasing number of companies are recognising the benefits of outsourcing their customer service needs to a specialist provider. Outsourcing customer service the right way can save time, money and resources, while increasing coverage, streamlining processes, and...

Customer analytics; the path to improved customer experience (CX)

by Patrick Gorman | Oct 23, 2019 | CX Service Design, Selecting the right Outsourcing Partner

I recently participated in a webinar with my colleagues Nick Sellers, Senior Director, Strategy and Marketing, & Bo Young, Executive Director, Customer Analytics on how to use customer analytics for customer experience (CX) and business process excellence....

Expanding into Europe; how best to source native speakers

by Patrick Gorman | Apr 15, 2019 | Benefits of work-at-home customer service, Best practices for home-based customer service, Outsourced customer contact management solutions

Any multilingual service company considering expanding into Europe is likely to encounter a number of barriers – from language issues through to geographical boundaries, workforce availability, and variations in culture, law and tax. Regardless of the many challenges,...