How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers

On this episode, Amelia explores the intersection of outsourcing and digital transformation with Tom Luther, Director of Channel Partnerships at Outsource Consultants, LLC. They delve into how brands can leverage outsourcing to not only enhance customer journeys but also fund their digital initiatives.

Key Takeaways:

(00:53) Tom's extensive experience in the contact center space and his journey through digital transformation.
(01:42) Digital transformation defined as meeting consumers where, when and how they prefer.
(02:19) The importance of catering to a diverse customer base with varying communication preferences.
(03:21) The balance between technology and labor in providing customer service.
(04:44) Outsourcing as a flexible and scalable way of bringing new employees on board.
(07:09) The impact of outsourcing on operational efficiency and cost reduction.
(09:31) How savings from outsourcing can fund further digital transformation efforts.
(12:37) The importance of leveraging industry expertise and not embarking on the outsourcing journey alone.


Resources Mentioned:

Outsource Consultants, LLC




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