I recently asked a customer in our kick-off meeting what their goals for the support team were. The answer:
- Double productivity
- Halve the cost
- Create a “Wow” customer experience
That sounds neat, doesn’t it? Here’s the rub. They want to do this leveraging a virtual support team comprised of independent hourly contractors scattered throughout India, Dubai, etc. because they feel it’s cheaper and aligns with their overall business model.
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