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Customer Driven with Chad McDaniel

Nov 15, 2018

Welcome to the latest episode of Customer Driven with Chad McDaniel! Our episode this week, entitled State of the State Call Center Outsourcing 2019 features the Director of Global Vendor Performance for Hilton Hotels, John Billings. John has been in this industry for over 15 years and focuses on Reservations and Customer Care. With his extensive industry experience, John shares a wealth of knowledge during this conversation about the overall adoption and integration of outsourcing services in the customer experience.

In this episode, Chad and John discuss:

  • trends and the change evolution of Call Center outsourcing
  • how to determine when best to outsource talent versus investing in developing solutions in house
  • how to align yourself with the right outsourcing partners
  • concerns for the future of Call Center outsourcing and addressing potential issues


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