Use Outsourcers To Build Your Omnichannel Customer Service Future

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.