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

Summary

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

Introduction

  • Solving a Single Issue, But Not Always Successfully

Analysis

  • 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

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