The 2015 Outlook for Contact Center Outsourcing and Customer Experience

Going into 2015, there is likely to be a greater emphasis on customer experience so as to retain existing customers and win new ones.  However, this equation is complicated by the growth of multichannel CRM delivery and the margin for error among enterprises is razor thin.  This is why a growing number of organizations across verticals are choosing to work with home-based contact center outsourcers; this business model has proven itself as a winner in terms of high-quality agents that can deliver flawlessly when dealing with end-users using voice or non-voice platforms.  Going forward, Ovum believes that the choice of home-based agents will become more apparent not just in the context of the US, but is also certain to increase traction in other developed economies as well.  What will be incumbent on prospective users of these services relates to choosing a stable partner that has the track record and talent to transform good interactions into great ones.