Key takeaways for CX leaders:

  • Quality service stems from a quality team:

    Offshore support provides quality, scale, and value.

  • Outsourcing is built on relationships:

    Understanding respective strategies and gaps allows for swift pivots.

  • Agent training bolsters brands:

    L&D with a training simulator facilitates win-win achievements.

  • Scaling requires process excellence:

    By optimizing processes, brands can stay agile and competitive.

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