TechTarget and Informa Tech’s Digital Business Combine.

Together, we power an unparalleled network of 220+ online properties covering 10,000+ granular topics, serving an audience of 50+ million professionals with original, objective content from trusted sources. We help you gain critical insights and make more informed decisions across your business priorities.

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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics:

More from Erica Marois

Subscribe now to ICMI Contact Center Insider!