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Posted by Kate Leggett on March 20, 2012
Outsourcing contact center operations helps organizations deliver better customer service. In Forrester’s recent survey of 304 North American and European network and telecommunications decision-makers, we found that nearly 20% have already outsourced some or all of their contact center seats or are very interested in doing so. Choosing to outsource should not be based on cost considerations alone. Select an outsourcer carefully. Outsourcers need to provide an environment that delivers quality customer service in a cost-effective manner. When looking for providers, evaluate their capability to:
Check out my recent report on outsourcing, which profiles eight very different outsourcing vendors: Alpine Access, Convergys, LiveOps, Sitel, TeleTech, Teleperformance, West and ACS, now a Xerox company.
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