Nick Brook at Teleopti explores the challenges faced by outsourcers today and how to solve them.
The outsourcing sector is on the up, with recent research indicating that the global contact center outsourcing market is forecast to grow at a CAGR of 9% during the period of 2017-2021. Indeed, it is the sheer number of outsourced agents being scheduled using Teleopti Workforce Management (WFM), over 80,000[i], that led me to take a look at some of the challenges that the majority of outsourcing contact centers face and how these challenges can be solved.
Having been involved in planning more than 8000 agents and multiple work streams during my time at an international outsourcer, it became clear that while outsourcing offers great potential for increased efficiencies in time, cost and customer service, the contact centers providing this service face a fresh set of challenges. Here is an outline of the key hurdles outsourcers face and how to overcome them using the latest WFM technology.
To find out more and learn how three real-life contact center organizations have successfully overcome “the outsource challenge”, download Teleopti’s latest eBook “An Outlook on Outsourcing”.
[i] Teleopti CRM data as of June 2017
Publish Date: October 13, 2017 5:00 AM
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