target audience: TECH BUYER Publication date: Feb 2023 - Document type: Tech Buyer Presentation - Doc Document number: # US50221123
Service Provider Requirements and How to Best Measure CX Effectiveness in Customer Care Business Process Services
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Abstract
This IDC Tech Buyer Presentation provides an overview of essential service provider requirements for your outsourced (managed) customer care business process services. Key findings from global buyer studies and vendor evaluations highlight how service providers can best support enterprises from a process and capabilities standpoint to improve their customer care/contact center operations. It also includes how to measure the effectiveness of the customer experience, including insights into key contact center KPIs and channel performance metrics.