The Coming Disruption of the Contact Center Outsourcing Industry – Part 2
Taylor Reach Group
SEPTEMBER 25, 2018
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. The second side of that coin is the direct customer feedback related to the specific interaction in question. The old Contact Center Outsourcing (CCO) model is broken.
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