Episode 4 - Outsourcing Is Broken And How To Fix It

Waiting for Service

English - January 28, 2016 04:34 - 32 minutes - 44.4 MB - ★★★★★ - 19 ratings
Management Business business callcenter contactcenter customerexperience customerservice Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Episode 3 - Stop asking for Customer Feedback

Next Episode: Episode 5 - What happened to the Starbucks Experience

Nick Jiwa joins us to talk about outsourcing, and why it needs to be fixed for the sake of the customer. What are the implications for the customer experience? Does outsourcing make sense for some or most? If so why are the relationships so toxic?