Executive Insight: Multi-Sourcing

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Executive Insight: Multi-Sourcing

Although call center environments vary, most executives share two common goals for improving the frontline: to do things better, and to do them cheaper. In response to this overwhelming demand to do more with less, one of the most common solutions to “cheaper” has been to cut labor costs through labor arbitrage or multi-sourcing. But many executives have discovered after the fact that “cheaper” came at the expense of “better,” taking with it quality, and consequently, customer loyalty.

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