CSG Introduction
One Page Summary
A single page overview of how CSG is bridging the gap to world-class
service.
Company Overview
An introduction to CSG and our approach to building the world's best
outsourced contact center operation.
CSG News
May Press
Release
April Business Journal Article
Below are some additional articles you may find useful and they highlight
several of the areas that we're going to leverage as we build CSG into a
world class outsourcing operation.
Building World Class
This is our latest article focused on the things companies have to do when
embarking on the transition from good service to world class experiences.
Diet and Exercise
This article was co-authored with the former COO of USAA and highlights the
importance culture, and getting the contact center details right every day,
play in providing world class service.
Getting Ready for
Outsourcing
This looks at outsourcing from the client perspective - good tips on
how companies should have the right processes in place and continuously self
reflect on how they're positioned.
Every Contact Counts
This article was co-authored by the VP of Service Operations from Farmers
Insurance and focuses on the moments of truth offered with every contact
center interaction.
Metrics into Action
This whitepaper touches on metrics from three different perspectives – the
customer, the company and the real value. It is now part of training
programs for leaders in companies with very large call centers - Dell,
Prudential, Farmers and many more.
Looking Beyond the Queue
This whitepaper looks at the call center from a current day point of view –
the value that is provided beyond just the typical “mechanics” that come out
of the telephone and CRM systems