Gartner Research

Protect Your CX Investment During Customer Service Outsourcing Decisions

Published: 19 July 2019

ID: G00407418

Analyst(s): Deborah Alvord

Summary

Outsource service providers can yield cost savings but are often overlooked as CX partners. Customer service and support leaders responsible for outsourcing decisions should prioritize CX drivers when making service center activity outsourcing decisions to mitigate the risk of customer disloyalty.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Identify CX-Critical Activities to Keep In-House
  • Define What Good Looks Like to Prioritize CX With Your OSP
  • Actively Engage Core Frontline Talent for Brand-Differentiating Activities Kept In-House

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