Contact Center Jobs are Coming Back Home

Contact Center Jobs are Coming Back Home. The trend of outsourcing contact center jobs that has been prevalent for more than a decade now seems to be reversing itself. Thousands of these jobs are coming back to the United States, for reasons that have as much to do with economics as customer service. Monet CEO Chuck Ciarlo has written an article on this important subject, which has been published by Contact Professional. It analyzes the five most significant factors that have led to contact center jobs coming home, from customer frustration to privacy and security. When outsourcing is replaced by “insourcing,” it’s great news for U.S. workers and for the customers of these contact centers, as they will now be treated to a better level of service. Of course, the last thing these companies want is a significant investment (in some cases $100,000 or more) in new hardware and software, on top of the other costs involved with insourcing. But with a cloud WFM system, a unified solution can be implemented quickly without a large upfront cost. Instead, users pay only a low monthly subscription fee.

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