Sustaining the ‘Connective Tissue’ of Customer Relationships

In this paper we focus on the growing trend toward outsourcing customer contact, and argue that particular care is required to ensure that the customer relationship is not, in effect, itself outsourced. Outsourced customer contact centers (CCCs), like their internal counterparts, are a key channel for interaction with customers, acting as important transactional, service and point of sales channels. However the danger and unintended consequence, … [ Read more ]