The Coming Disruption of the Contact Center Outsourcing Industry – Part 2
Taylor Reach Group
SEPTEMBER 25, 2018
First, we need to understand that what got us here (quantitative metrics, locked forecasts, echo chamber quality assurance and the illusion of Risk/Reward), will not take to where we want to go. This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality.
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