Save or Share this Report

For Application Development & Delivery Professionals

Use Outsourcers To Build Your Omnichannel Customer Service Future

Toss Out Outdated Attitudes About BPOs Due To Their Expertise In Chat, Social, And Even Customer Context Stores

July 14, 2015

Primary author headshot


Why Read This Report

Customer service has decidedly moved away from a phone-only world. Consumers across all ages and demographics have adopted digital customer service channels such as chat, mobile, web, and social. Consumers now expect relevant and friction-free omnichannel customer service. However, firms' technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines the reasons why application development and delivery (AD&D) pros building a truly omnichannel approach to customer service should reevaluate their attitudes toward business process outsourcers (BPOs) Additionally, it details the new services — including cross-channel context — that make outsourcers a good choice as partners for building out an omnichannel customer service strategy.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • The Omnichannel Service Revolution Overtaxes AD&D Resources
  • AD&D Pros Have Outdated And Mixed Feelings About Outsourcing
  • Customer Obsession Drives Companies To Reevaluate BPOs
  • Digital Channels Point The Way Toward Advanced BPO Services
  • Centralize Channels With BPOs To Move Toward Omnichannel Service

  • Look For Outsourcers With Digital And Context Skill Sets
  • Supplemental Material
  • Related Research Documents

Recommended Research