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In or Out? The Pros and Cons of an In-House Customer Support Team

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There’s no beating around the bush. “Out-source” is a dirty word that induces fear in the hearts and minds of customer service pros. In fact, more CSRs are concerned about out-sourcing impacting call center and customer support jobs than a robot automating their work.

But is there reason for this fear? According to a recent survey conducted by Nexxt of 2,500 customer service professionals, customer service work is still primarily being managed in-house at companies. When respondents considered the industry as a whole, 81 percent  said they don’t see any areas of customer service being out-sourced to companies outside

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