Atento expands technology offerings for companies that manage their CX ops

Outsourcing your CX operations sounds appealing — until the vendor's priorities stop matching yours.

Atento just expanded its CRM and business transformation outsourcing offerings, positioning itself as a full-service partner for companies that manage customer experience at scale. The pitch: hand over the complexity, get better outcomes. Clean in theory.

Here's what that actually means if you're a mid-market ops leader. You're trading one dependency for another. Instead of being stuck on a vendor's product roadmap, you're now stuck on a service provider's delivery timeline, their staff turnover, their interpretation of how your workflows should run. You've been down roads like this before. The chaos just gets a different logo on it.

The companies that eventually get their CRM right aren't the ones who outsource the problem. They're the ones who stop treating their customer data and workflows as something to hand off — and start treating them as something to own.

More outsourcing options in the market doesn't mean better options for you. It just means more contracts to sign before you figure that out.

#CRM #CustomerExperience #SalesOps #MidMarket #CXStrategy

Original Source

... providers of customer relationship management (CRM) and business transformation outsourcing (BTO) services,