Customer Service Rightshoring: Striking a Balance in an Omnichannel World

摘要

There's a lot of talk about contact center rightshoring - and with the discussion comes misperceptions. What is rightshoring, and where does the approach fit in today's complex omnichannel environment? Rightshoring is defined as a restructuring of workforce or processes with the goal of utilizing a mix of offshoring, nearshoring and outsourcing to achieve the optimum level of efficiencies and productivity. Buyers will typically procure services to optimize operational margins. To do so, they will procure services from the most efficient source, the right location, and in the right proportion. To effectively rightsource is to secure a balance of multishore locations with an eye toward sourcing closer to customer demand. This shift to so-called globally local operations offers many benefits, including reduced lead times, a better experience for customers, improved agility, and an increased bottom line.