DATAMARK has released a new eBook targeted at executives who oversee the call/contact center function of customer relationship management.

Often, these executives recognize that handling call center operations in-house can become complicated and expensive–a time-consuming distraction from core business. Outsourcing call center services to a specialty provider is a way to rein in costs while improving customer service.

But a successful outsourcing engagement requires thorough preparation and a well-thought-out strategy.

To help guide decision makers and stakeholders through the process, we’ve developed the eBook, “Outsourced Contact Centers: An Executive Toolkit.”

The eBook provides a wealth of information to develop the best multichannel contact center strategy for outstanding customer service. It presents introductory information and links to in-depth resources on the following topics:

  • The outsourcing decision
  • Gaining access to technology and expertise
  • The benefits of consolidating contact centers
  • The benefits of relocating
  • Exceeding customer expectations in a multichannel world
  • Best practices and considerations for implementation