Tools for Efficiency and Productivity
In this segment of the Outsourcing Minute, we explore several tools to bring efficiency and productivity to customer management. Listen as Ginny Ryan speaks to Joe Buggy, SVP of Customer Management at Sutherland, as he explains tools such as Stop Watch for identifying how time is spent, Speech Recognition that makes the traditional IVR obsolete, Contextual Knowledge Management for improved access, and finally the Unified Agent Desktop to greatly improve the ability to support and access multiple systems at once.
BPO for BPI
Business Process Outsourcing for Business Process Improvement. Joe Buggy, SVP of Customer Management discusses with Ginny Ryan the Business Process Outsourcing Business, the key reasons for outsourcing, and some recent innovations in the engagement models employed to ensure a win win partnership.
SmartLeap®
SmartLeap(r) is Technology Platform that delivers Premium and Pay for Support capability that significantly increases customer satisfaction while also opening new revenue channels. Ginny Ryan interviews Joe Buggy, SVP of Customer Management who reviews that capabilities of this very successful suite of tools.
Speech Analytics
Imagine being able to truly listen to all your customer interactions and not just take a snapshot. Now analyze that to identify the key positive and negative trends. This and more enabling technologies are discussed in this Outsourcing Minute. Our host Ginny Ryan interviews Joe Buggy, SVP of Customer Management at Sutherland Global Services who will also share some insight as to how our millenial generation is changing the way we think of support.
Social Media Analytics
Social Media is the buzz and while some use effectively as a sales channel, when it comes to customer support, monitoring what is said is most often as far as it gets. In this Outsourcing Minute, Ginny Ryan interviews Joe Buggy, SVP of Customer Management at Sutherland Global Services, discussing some of the new and proactive ways in which social media can be used to really stay ahead.
Content Moderation
Joe Buggy, Thought Leader on Customer Management with Sutherland Global Services discusses the various aspects of content moderation in this brief interview by Ginny Ryan. Whether you are in the social media space managing a community, using a distribution network to market your services or products, or need to ensure that all references to your products are up to date, content moderation is important to you.