Posts Tagged ‘read-the-result’
January 14th, 2010 | 
Author:  |
Although call center environments vary, most executives share two common goals for improving the frontline: to do things better, and to do them cheaper. In response to this overwhelming demand to do more with less, one of the most common solutions to “cheaper” has been to cut labor costs through labor arbitrage or multi-sourcing. But many executives have discovered after the fact that “cheaper” came at the expense of “better,” taking with it quality, and consequently, customer loyalty.
To discover if it is possible to achieve the seemingly opposed goals of lower costs and consistent, quality service while multi-sourcing, inContact conducted a series of executive interviews. They asked what everyone wants to know, “Can it really be done? And, if so, how?” Read the result of this three month benchmarking study on multi-sourcing to uncover what leading organizations are doing to create a consistent level of service across all agent segments. |
See the article here:
Executive Insight: Multi-Sourcing
Posted in Sales & Marketing | 
Tags: after-the-fact, overwhelming, read-the-result, request-free, study-on-multi | 
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