ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

ICMI
Advertisement

#ICMIchat Recap: Outsourcing Challenges in the Contact Center

By Erica Marois | Date Published: July 09, 2015 - Last Updated August 22, 2018 | Comments

Outsourcing is often considered a dirty word among customers and contact center leaders alike.  Opportunities abound for miscommunication, agent frustration, and customer frustration. But does it have to be that way?

This week during #ICMIchat we examined the challenges and rewards of outsourcing, and discussed ways to ensure a better experience. Check out the recap below for advice from customer service leaders in a variety of industries.

Join us again next week (Tuesday, 1pm EST) as we take a look at global trends in customer experience.  Just follow and use #ICMIchat on Twitter to participate in the chat.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics:

More from Erica Marois

Subscribe now to ICMI Contact Center Insider!