Posted January 19, 2017
According to a study by Everest Group, 50 to 60 percent of end-of-term contact center outsourcing contracts were not renewed in the last few years.
The question is why? What’s separating the critical outsourcing relationships from the indispensable?
Though the number of support channels continue to grow and change, the answer to that question remains the same. Outsourcing is not a “set it and forget it” type of exercise. Brands that want to maintain (and even grow) their brand value in an outsourced world need to approach outsourcing as they would a marriage. It takes work from both parties to make a successful partnership, but the benefits are substantial. The right outsourcer can delight your customers, enhance your brand and grow your top line.
While many companies are pursuing an integrated omnichannel support strategy, few have been able to do it really well – at least so far. That’s why we created this e-book, to help you navigate the outsourcing process channel-by-channel – including best practices for voice, email chat, social media, self-serve, SMS and even video customer support.
Whether you’re new to outsourcing, or if you’ve been doing it for years and looking to add a new support program, we expect you’ll find the tips, best practices and expert quotes in this e-book valuable.