Seventy-seven percent of customer service leaders turn to outsourcing to reduce costs and achieve greater scale. However, outsourcing an already complex process that is not running smoothly in-house cannot always be solved by outsourcing.
Gartner recommends customer service leaders perform a thorough internal audit of processes, system capabilities and in-house talent to help ensure you make the right decisions.
How do you get started? Download our infographic to get:
- The Gartner Customer Service Outsourcing Decision Framework
- A 10-Question Outsourcing Effort and CX Criticality Assessment