Eric Esguerra

Vice President of Customer Service & Operations Miele

Wednesday, August 26, 2020

Wednesday, August 26th, 2020

11:15 AM Captive or Outsourced? It Depends...

Operational leaders often face a tough decision about their core customer support function: Will they be in-house or will we work with a BPO?  The truth lies in your larger strategy for customer operations. In this panel, we seek to unveil the deeper story behind the captive or outsourced strategic decision alongside pros and cons from real-world customer experiences:
  • Value and cost considerations
  • Blend models for scale and agility
  • How culture and tech play a critical role