The contact center is a critical touchpoint between a customer and your brand. In an era where customer experience is everything, your call center strategy can dictate the effectiveness of your customer engagement ecosystem. Proficiency in all aspects of call center operations is crucial for leaders today. Whether you are new to call center management, contemplating outsourcing, or seeking a refresher on outsourcing strategies, this Virtual Executive Roundtable will provide valuable insights and real-world perspectives to guide your decisions. 

Join Execs In The Know, CX industry leaders Mike Bair, Senior Vice President, Customer Experience at FIGS, Kate Showalter, Vice President, CB Services at Crate & Barrel, Danielle Beneduce, Senior Director, Partner Outsourcing at Toast, and our esteemed partner Nick Jiwa, President of CustomerServ for a Virtual CX Executive Roundtable discussing “Debunking Myths: A Realistic Look at Insourcing vs. Outsourcing Call Centers” on May 7, 2024 (1:00 - 2:30 PM ET). 

Attendees will explore the nuances of outsourcing, including what to expect from third-party outsourcing providers (BPOs), understanding the benefits and risks, clarifying common misconceptions, and distinguishing onshoring, nearshoring, and offshoring. The discussion will also cover practical steps for preparing your organization for outsourcing, addressing stakeholder concerns, and essential factors for successful vendor selection and partnership management. 

Expect to gain valuable knowledge on:  

• The financial aspects of outsourcing, including cost expectations and investment optimization.  
• Critical success factors such as vendor selection, crafting a strategic roadmap, and setting realistic expectations. 
• Common misperceptions, the tangible benefits, and potential risks.  
• Nearshore and offshore best practices, and real-world experiences across the globe. 
• Tackling the challenges of initiating discussions around outsourcing within your organization, offering strategies for overcoming resistance, addressing fears, and garnering stakeholder buy-in. 

By fostering an interactive and collaborative environment, we aim to facilitate meaningful discussions and equip participants with the knowledge and tools needed to navigate the outsourcing landscape with confidence and clarity.