The Geography of Great Customer Experience

Welcome to The CX Report, where host Steve Shefveland explores why location matters more than most companies realize when it comes to customer service operations.

 

Where your agents sit in the world has a direct impact on customer experience, cost, retention, and cultural alignment.

 

So how do you choose the right location?

- Target markets with minimum 2-year college degrees, ideally 4-year

- Natural familiarity between your customer base and agent location matters

- Look for partners paying at or above fair market rates

- Seek 15-25% annual turnover or less; high turnover kills quality

 

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