A better question materializes in the course of this risk assessment. How can my marketing department be immune from risk?
Consumers want fast, smart support. Now, they are conditioned to reserve live agent interactions to complex or exceptional scenarios like one-off requests, purchasing clarifications, complicated billing issues, or specific technical questions.
Learning from the front ensures continuity of service delivery and avoids gaps in understanding that translate to ill-prepared staff and supervisors. A clear, unimpeded view of the program in the round is the correct mentality for service delivery.
We think of the former as artisanal outsourcing. This meshes well with businesses and entrepreneurs who offer the same sense of craft to their products or services. At Lambent, we strive to deliver in the following way...
How a Consultant Can Help Companies & Entrepreneurs Launch in the Philippines Faster & Cheaper