Kazim Jessa

One of the constant debates among call centre and customer experience managers is whether or not to keep customer contact centres in-house – or, to have them outsourced to BPOs. This session will thus visit the debate, addressing the most important considerations that must be had before making a decision. The presentation will prepare you to tackle the most pressing question faced by call centre managers so that you can make the best decision for your organisation: should I stay in house or should I outsource?

Panellists:

to your customers highly depends on the technology you have and can also be a huge task to sift through the options and find the right solution that fits your needs. Organisations are choosing cloud contact centres largely to drive agility and improved customer experience. Careful evaluation of software providers will ensure that you are not stuck with a solution that is not a good fit for your business. Walk away with an understanding of the key steps to take when evaluating solutions for your organisation.