Not everything that is required to deliver an exceptional customer experience can be done, nor should be done in-house. Every sourcing decision should balance the dynamics of cost control and reduction with maintaining or improving the service quality. The challenges that organizations are facing with contact center operations are becoming more acute and complex. Managing common issues such as high staff turnover, recruitment costs, and aging technological infrastructure all need to be considered in the light of changing customer demands and service expectations.
Our CSPN sourcing experts will help your organization identify and implement approaches for sourcing operations (business process, people and technology) that best support customer operations. We work with your team find the best solution, which balances cost containment and customer needs.