Outsourcing your contact centre CAN improve customer experience – a perspective from the inside

Last week I wrote a blog post about O2's decision to outsource its contact centres to Capita - https://ijgolding.com/2013/06/06/i-have-an-idea-lets-outsource-customer-services-could-the-quest-for-cost-savings-damage-the-customer-experience/ . The response to the article has been huge - and may I say almost entirely positive (at least the people who have commented or spoken to me about it have been positive!). As I expected, [...]