With contact centres facing unprecedented challenges, 2020 should have been the year when the customer management BPO sector stole the limelight.
But as Davies Consulting Group Director Mike Havard explains, it didn’t quite work out that way – at least not for the more ‘traditional’ providers.
Instead, as clients have begun to realise the opportunities from more virtual working as well as automation and digital innovations for their customer service operations, it’s time for the BPO sector to carve out a new role: as specialist providers, adding value to the customer experience rather than just helping cut operational costs.
In this paper, in collaboration with Sensée, Mike considers how BPO providers can adapt to this changing landscape – and how prospective clients can ensure they’re using outsourced partners more effectively within their customer management.
View the White Paper (Best viewed in 2 page format)