Gartner Research

CX: How to Optimize a BPO Provider's Ability to Improve Customer Experience

Published: 22 May 2015

ID: G00273197

Analyst(s): TJ Singh


Managing customer management business process outsourcing service outcomes is complex and requires alignment with key business goals. This document outlines an approach for business leaders and sourcing managers to develop a comprehensive customer experience ratio for their BPO services.

Table Of Contents
  • Key Challenges


  • Solving a Single Issue, But Not Always Successfully


  • Re-Evaluate the Key Metrics in CM Contact Center BPO Services That Will Impact Overall Business Goals
  • Develop a Governance Framework — A Systematic Approach to Managing Your BPO Service Providers
  • Determine Your Customer Experience Ratio for CM BPO Services

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.