Interact’s latest article explores why the future of customer experience may not be onshore or offshore, but a blend of both.

For years, organisations faced a relatively straightforward outsourcing decision: keep operations in the UK or move them offshore to reduce costs. Today, the reality is more nuanced.

A well-designed hybrid model can give organisations the best of both worlds: access to talent, flexibility, scalability and cost efficiency, without compromising customer experience.

At Interact, we’ve seen first-hand how blending UK and South African teams creates resilient, high-performing operations that can scale with demand whilst maintaining quality and consistency.

As AI continues to reshape customer service, the need for flexible, scalable operating models will only increase.

Our latest article explores why the future of customer experience may not be onshore or offshore, but a blend of both.

Read more:  https://contactcentresummit.co.uk/briefing/is-hybrid-the-right-answer-for-customer-experience/ 

Contact Centre & Customer Services Summit

Attending the Contact Centre & Customer Services Summit in September? Come and chat to the Interact team about how blended UK and South Africa operations can deliver quality, flexibility and value without unnecessary complexity.