Ep 17 - You're Asking the Wrong Questions Part 3: Contact Center BCP & the RFP

In this final installment of "You're Asking the Wrong Questions," we explore how world-shaking events like the pandemic have forever changed Business Continuity Plans (BCPs) in customer contact centers. There’s undoubtedly been a shift from traditional models to agile, hybrid frameworks that blend on-premises and remote work. This necessary sea change has created a critical need for tailored BCPs that focus on maintaining exceptional customer experience during crises.

But how do you ensure that your outsourced customer care partner has the ideal BCP for you? Hint: You don’t get there by asking the same BCP-related questions you did five years ago. Let’s dive in and learn more!

Download the complete e-book: You’re Asking the Wrong Questions: Better Outsourced Customer Care RFP Questions for Your Loyalty Program

Deep CX: A Blue Ocean Podcast is produced by echogravity

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