Solving the contact center conundrum

Key Points

• Contact centers have to keep pace with new customer demands following the proliferation of digital channels, increased mobility, changes in customer attitudes and concerns about data security and fraud

• Customers expect seamless service across all channels of interaction and contact centers must revisit their multichannel strategies to deliver a consistent experience

• Contact centers would do well to focus on a `rightshoring’ strategy – creating a good mix of onshore, nearshore and offshore delivery

• Philippines, with its English-speaking pool; China, with its infrastructure; and South Africa, with voice capabilities, are the emerging outsourcing hubs