The Pros and Cons of Contact Center Outsourcing
NICE inContact
NOVEMBER 26, 2018
Depending on contracts with your BPO, these may managed inside the ‘black box’, however, keeping a pulse on overall contact volume, mix and efficiency is still helpful for longer term planning. The right technology to support your contact center can be a key differentiator in selecting a BPO that you’ll use in a hybrid operating model.
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