Accountability Enterprise outsourcing Quality calibration 
Robert Davis
APRIL 5, 2018
both in-house and outsourced, rose from fewer than 80,000 to 565,000. Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers. Welcome to the age of customer engagement.
Robert C. Davis and Associates
APRIL 5, 2018
both in-house and outsourced, rose from fewer than 80,000 to 565,000. Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers. Welcome to the age of customer engagement.
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