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Contact centre outsourcing: Costs vs customers
It’s perhaps not surprising that in the ensuing years, the ‘contact centre’ became a byword for corporate indifference to customer service. Whilst reputations aren’t fully restored and there hasn’t been a revolution in thinking, most organisations now concede that contact centres can have valuable qualities. Dimension Data executes an annual benchmarking study of the contact centre sector and as this year’s data is being analysed, some interesting trends are emerging.
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