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March 12, 2014

Building a Brand and Engaging Customers Can Easily Start with a Single Point of Contact: New CGS White Paper

By Meenakshi Shankar, TMCnet Contributor

More and more companies are turning to outsourced contact center solutions to achieve operational efficiency, facilities to the latest technology, and business flexibility that will help them to compete and grow in the market. An outsourced partner can understand its clients’ products and brand and help them maintain the competitive edge.

But there is a misconception that building a great brand costs a great amount of money.

CGS  is a provider of technology-enabled business solutions, including ERP, SCM, PLM, WMS, CRM, portal, eCommerce, application development, project services, eLearning, training, staffing, call center, and global sourcing solutions currently serving North America, Europe, Asia, and Latin America. Founded in New York City in 1984, the company has currently become an IT partner of choice for thousands of organizations worldwide.

CGS recently released a new white paper, “Whose Brand is It Anyway? Ensuring Your Brand is Paramount in a BPO Relationship,” which clearly indicates that building a brand and engaging customers can easily start with a single point of contact.

“A successful brand reinforces its values and culture with every point of contact – whether that’s with your customers, employees, partners or investors,” Tom Christenson, president of Contact Center Services at CGS and author of the paper said in a statement.

“Engaged, loyal, and happy customers are repeat customers. Repeat customers become brand ambassadors and are the catalyst for sustainable growth for any successful business and help drive a competitive advantage in today’s ultra-competitive, social media driven landscape,” Christenson added.

The white paper is aimed at helping companies assess their outsourced vendor’s brand loyalty, maximize brand identification through that vendor, and extend their brand’s culture. The white paper addresses several topics including how to assess a vendor’s brand loyalty, extending your brand through the outsourcer, and reconciling brand with the vendor’s.

Also included is an exclusive, six-step plan to extend brand through an outsourcer and the benefits that can be achieved by maximizing brand identification, including an improvement in customer satisfaction by up to 38 percent and ROI by over 17 percent.




Edited by Cassandra Tucker



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