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Penny Bousfield and Guy Fielding of CM Insight and Ross McKean and Duncan Reid-Thomas of Baker & McKenzie suggest the best approach to contact centre outsourcing.
Driving customer satisfaction
- Part 1 | Part
2
There can be little doubt that, in the public mind, contact
centres have become synonymous with poor customer service.
Getting the customer experience right isn’t easy, but there’s
clear evidence that doing so reaps considerable benefits in
terms of higher profits, greater net margins and better return
on assets.
Outsourcing is proving a popular choice for many, who see
it as an opportunity to leverage the outsourced service provider’s
economies of scale and expertise and, therefore, reduce costs
and improve the quality of service.
More...
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Conspectus 2006
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Copyright © 2006
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