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#ICMIchat Recap: Outsourcing Challenges in the Contact Center

By Erica Marois | Published: July 09, 2015 | 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.
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