Customer Experience Strategies: IT Buyer Plans for Internally Managed Versus Outsourced Contact Centers by Industry

Customer Experience Strategies: IT Buyer Plans for Internally Managed Versus Outsourced Contact Centers by Industry

This IDC Perspective looks at the trends and intentions of organizations regarding the provisioning of the contact center. Using the survey data, readers will gain an understanding of the degree to which organizations currently internally own and manage the contact center or outsource the contact center, its agents, and the management to a third party. For those who manage contact centers, this document delivers an overview of what peers are currently doing to solve their contact center needs and plan to do in the next three years across industry, allowing contact center leaders to compare themselves with their competition.According to Mary Wardley, IDC program vice president, Customer Care and CRM, "Competing on customer experience in market conditions where customer engagement is being heavily digitized means organizations need to take advantage of skill availability, whether in strategic planning or technology expertise, that allows them to meet go-to-market demands. This may come in the form of internal management, outsourcing, or a mix of both. Organizations need to be open to leveraging the best of all options."

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