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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 Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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