Deriving Customer Management Advantages from Trends in Contact Center Outsourcing

Posted: 07/19/2011

Locating dialogue about cutting-edge innovations and gimmicks in the world of contact center management simply requires working eyes and ears, but sifting through the hype to identify those trends that can be leveraged for success is among the most daunting tasks facing customer management executives. With on-shore and near-shore providers restating their cases for your business, prior knowledge and assumptions about the expected costs and optimal locations of outsourced contact centers must go out the window. Mindful of the need to reel-in costs and demonstrate positive value from customer management operations, this session evaluates developments in the capabilities, culture and talent of outsourcing targets to position your organization for capitalizing on newfound contact center opportunities.