Trends Report

Decide Whether To Build Or Source Your Customer Service Operations

Profiles Of Eight Leading Customer Service Outsourcing Vendors

February 28th, 2012
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributor:
William Band

Summary

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.

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