Trends Report

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Toss Out Outdated Attitudes About BPOs Due To Their Expertise In Chat, Social, And Even Customer Context Stores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 14th, 2015
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Stephen Powers , Jesse Rude, Ph.D. , Adrian Chapman , Danielle Jessee , Tyler Thurston

Summary

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.

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