Special Report: Outsourcing In The Era Of Customer Centricity



Brian Cantor
07/08/2019

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Today’s customers want it all – personalized conversations, easy interactions and quick resolutions across all contact channels. For a contact center community that has historically struggled to meet basic demands in one or two channels, this heightened standard can seem daunting, if not impossible.

Do not be intimated. By redefining the role of the contact center, leveraging new technology and elevating the employee experience, leading organizations are proving that it is indeed possible to wow customers without breaking the bank. 

A key part of this transformation involves outsourcing.

Rather than focusing on the stigma, these companies are leveraging partners to bolster contact operations and deliver unparalleled experiences. This report shines a light on those opportunities. 

Topics include:

  • 6 demands in the era of customer centricity
  • Can outsourcing actually create more value for customers?
  • 7 steps to elevating the contact center operation
  • 4 ways CX partners are becoming pro-customer

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