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Is the outsourced contact center dying?
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It was once a popular practice to outsource contact center overseas where companies could reap the benefits of cheap labor to cut costs during harsh economic times. Today, with conditions improved and customers pushing back against such practices, companies are taking another look at investing in homegrown labor. Companies are realizing that the cost of losing customers is outweighing the savings of having an offshore contact center.
CRM In Focus sits down with Brandon Knight, vice president of consulting services at Corvisa, to talk about this trend and what it means for the contact center industry as a whole.
The post Is the outsourced contact center dying? appeared first on CRM in Focus.
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