Glossary
Customer experience outsourcing (CX)
Outsourcing customer support and service across voice, email, chat and social channels.
Customer experience outsourcing, often shortened to CX, means running customer support and service through a specialist partner across the channels your customers use: voice, email, live chat and social media.
Done well, it improves resolution rates and response times while covering more hours and more languages than an in-house team can staff alone. The measure of success is customer satisfaction and first-contact resolution, not just call volume.
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Six-hour response. UK GDPR compliant. Named UK accountability.