Create a customer-centric culture and supporting processes that match your customer's needs.
Vendor Management Services for CX Operations
Managing a network of outsource service providers (OSPs) for your customer experience operations can be challenging. You are entrusting others to deliver a superior and consistent customer experience to your customers. It is critical to choose the right partner and ensure they are operating at a high level of performance. We have counseled vendor management organizations (VMOs) since 2002, helping companies optimize the performance of their outsourced providers and dramatically reduce their total cost of ownership.
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2021 State of Contact Center Vendor Management
As we've shifted into 2022, things are starting to settle down, and we now have a better picture of the lasting effects of the pandemic on business models and performance stability. So now, what should be the top priorities of focus for vendor management teams?