Many contact centers’ directors consider offshoring to reduce customer care operational costs. When evaluating offshoring customer support centers, companies need to decide which services to offshore and where to locate them. Companies will realize the strongest benefits by offshoring basic support services and lower-value transactions, and using nearshore or onshore locations for more complex and sensitive transactions. Companies should select a location that offers the proper balance of technologies, people, culture, and expertise that is needed for their customer base. Read More .
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