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Analysis: Outsourcing Evolving into Strategic Management Tool for Contact
Posted by : Admin on Sunday, June 25, 2006 - 11:09 PM
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More organizations are turning to outsourcing partners to
fill workload gaps and manage customer contact overflow.
ANNAPOLIS, MD (June 25, 2006)--Today, the contact center is
widely recognized as the organization's most critical customer
touchpoint. Consequently, most companies are reluctant to hand
over their entire contact center operations to an outsourcer. In
fact, according to a recent survey by the International Customer
Management Institute (ICMI), most contact centers that opt to
outsource are doing so on a smaller scale, using the outsourcer
as a strategic extension of their own centers to help fill in
gaps, handle overflow, and expand services, hours of operation
and/or channel options.
Note: International Customer Management Institute (ICMI)
The International Customer Management Institute (ICMI) is a
global leader in call center consulting, training, publications,
events and membership services.
685 More words
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