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"When to Pilot Your Outsourced Customer Support Program"

When the “customer support formula” to scale doesn’t feel right anymore, it may be time to make a change.

Executing on in-house efforts for customer service can be difficult; it takes the right background and continual hiring and training, not to mention complex IT systems to support and workforce management issues. You may also be outsourcing some portion of your customer support today, but you need more help, or you need a niche partner to support a new product or initiative.

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