|
As firms, including nonprofits and institutions, move their strategies toward meeting their customers' needs, by investing in tools such as in CRM, call recording, speech analytics
These are, to cite the old Chinese curse 'interesting times' for organizations seeking to outsource their contact center services and for business process outsourcers (BPOs) alike. That is because serving end-customers has never been more challenging. Today's buyers are savvy, proactive, quality conscious but price-sharp, unimpressed with brands unless they consistently deliver, and whose loyalty is as good as their last interaction. These individuals also utilize a growing and bewildering array of channels. And as shown by the popularity of the Do Not Call list in the U.S., which will shortly go live also in Canada, customers prefer to reach out rather than the other way around, unless they want you to. Yet as firms, including nonprofits and institutions, move their strategies towards meeting these customers' needs, by investing in tools such as in CRM, call recording, speech analytics, and performance and workforce management systems at their contact centers, they have been moving away from BPOs for such high-value interactions.
|
