Elizabeth Herrell Companies Quotations

Companies need to start with the existing customer experience on their systems and build back the tools, technologies, and processes that will help them communicate better with their customers. Technology can only support a process that works. If the process is broken, technology cannot solve the problem.

If companies work with outsourcers to build a structure that requires accent neutralization, cultural affinity, and a company product background -- if it makes the investment in their people -- then the performance could be good. But if they are merely going to a lowest-cost location, to an area that has already been mined for agents with English proficiency, then their customer service will falter.