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For Application Development & Delivery Professionals

Decide Whether To Build Or Source Your Customer Service Operations

Profiles Of Eight Leading Customer Service Outsourcing Vendors

February 28, 2012

By Kate Leggett with William Band, Andrew Magarie

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Why Read This Report

This report outlines the building versus sourcing part of Forrester's solution for application development and delivery (AD&D) executives looking to build, buy, or outsource a customer service solution. Customers demand superior service and support as the price of their ongoing loyalty and patronage. One way to standardize and optimize customer service operations is to outsource your contact center technology and/or customer service agents. There are many outsourcers that offer a range of services in many languages and geographic locations and specializing in various industry verticals. This report spotlights the capabilities of eight leading outsourcing vendors and offers actionable recommendations for how to successfully partner with an outsourcer.
Tags: Call & Contact Center Outsourcing, Contact Center Technologies & Processes, Customer Relationship Management (CRM), Customer Service & Support, IT Services, Managed Telecommunications Services, Networking, Outsourcing, Packaged Applications, Sourcing & Procurement, Sourcing Strategy & Execution, Telecommunication Services
US $ 2495
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TABLE OF CONTENTS

  • Improved Service Delivery And Efficiency Drive Customer Service Outsourcing
  • Leading Outsourcers Offer A Solid Foundation For Customer Service
  • Evaluate Vendors' Unique Capabilities To Make The Right Outsourcing Decision

  • RECOMMENDATIONS

    Partner With An Outsourcer That Will Enhance Your Operations
  • Supplemental Material
  • Related Research Documents
 
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