The Evolution of Multi-Channel Contact Centers Continues to Raise the Bar for Successful CCO

28 Sep 2015
by Skand Bhargava


Executive Summary

Customer care industry is going through a myriad of changes, but none as far-reaching and impactful as the rise in the adoption of non-voice channels. Buying organizations recognize this shift in customer behaviour and in order to increase customer acquisition, retention and loyalty want to ensure that their customers are offered a seamless experience across channels of their choice. This change in buyer expectations is having its effect on the global Contact Center Outsourcing (CCO) market as well, with service providers ramping up their capabilities and infrastructure to match the proliferation of communication channels used by today’s über-connected customers. This study explores the key factors driving adoption of multi-channel solutions within outsourcing construct, its implications on the contact center outsourcing, and the way forward for buyers and service providers.


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