Trends Report

Decide Whether To Build Or Source Your Customer Service Operations

Profiles Of Eight Leading Customer Service Outsourcing Vendors

February 28th, 2012
With contributor:
William Band


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.