This is a great article published by ICMI on what you should be looking for in outsourcing a trusted contact center partner. The piece about the agent workforce is very insightful, detailing how technology is stepping in to handle tier 0 interactions, leaving agents to handle the more complicated issues. Is your workforce ready for the new age of customer care? See how Loreto Consulting can assist in providing you with exceptional candidates ready to wow your customers!

https://www.icmi.com/Resources/Strategy-and-Planning/2018/11/Are-You-Ready-for-Future-of-Customer-Service