WHO PERFORMS THE EVALUATION?
If you know the warning signs surrounding vendor replacement, you probably also know you have another question to answer. Should you attempt a current state evaluation and/or the re-hire process alone with an exclusively in-house team? Or should you partner with an outside firm? There are merits to both.
If you have the staff to take it on, and they, in turn, have the skills and time to do the job properly, you know the people ahead of time, and you'll save cost in the short run.
Suppose you partner with a company that specializes in contact center evaluations and improvement. In that case, you gain a team of experts who have been there before, professionals who know the players and the playing field. But which companies do you consider? After all, there are many to choose from.
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