Delivering outstanding customer service 100% of the time can be quite the challenge for today’s contact center. Advances in technology have led to higher consumer expectations, only adding to the already expensive task of running a call center.
This has motivated companies to find more efficient ways of reducing customer service costs without sacrificing quality. For many, the solution is to consider outsourcing all or a portion of their contact center. When done correctly, outsourcing can help streamline operations; however, if done incorrectly this arrangement can aggravate customers and negate any costs savings with lost business and destructive brand perception. Continue reading