Following three years of difficulties with employee attrition, absenteeism, and customer service delivery, many executives are adopting outsource call center services to boost productivity. Furthermore, a growing percentage of clients choose to communicate with businesses via self-service channels (such as websites and IVRs), email, social media, video, chatbots, live chat, and agents. Customers also expect a smooth customer experience while utilizing several touchpoints to address the same question or issue.