More often than not, companies like yours are started by brilliant industry experts—people who are skilled navigators in their field. However, these brilliant folks often have limited exposure to other aspects of running a business.
Suddenly you realize that you need to staff up and add a broader range of expertise to your wheelhouse. And if you’re honest with yourself, you likely don’t have the full gamut of expertise in managing customer experiences, training agents, and maintaining the highest standards.
There are just too many unknown unknowns. But one thing you know for sure is that most outsourced CX doesn’t work anywhere near as well as it should.
Your biggest worry, as it should be, is that your growing group of hard-won clients won’t get the service and attention they deserve. And you’re worried that if you don’t get it right, this phase of development could be your last.