Customer experience mapping and customer service employee lifecycle mapping are two areas organizations have gained a thorough understanding through dedicated sources of intelligence internally as well as externally. The journey mapping for both customers as well as employees have helped organizations understand the key focus and failure points for these two most critical success drivers…
Tag: Outsourcing
Strategic call center offshoring model, Do you have one?
Offshoring is an integral part of volume mix strategy in any high volume customer service organization. However, does your organization have a long-term offshore-onshore strategy defined in line with your organizational and customer ecosystem balancing a healthy offshore-onshore mix? Do you have a logical segmentation that defines your volume mix? Are you able to articulate…
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