Business Process Outsourcing (BPO) organizations face a critical transformation opportunity. Despite the contact center industry evolving at warp speed since the onset of the global pandemic, the fundamental ways enterprises measure a successful BPO partnership remain steady. Meanwhile, technology is changing business operations at every turn.
New technology, new regulations, and the expanding pressure to adopt cross-channel customer service solutions are making it more complex to deliver on the fundamentals. How can BPOs keep up, provide value, and ultimately, get the job done, all while also maintaining a positive work culture for agents and staff? In this white paper, we will provide guidance on how to evolve as a BPO contact center in the age of digital transformation.
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