When a 120-strong gathering of BPO experts met to share thoughts on topical industry trends, matters on the virtual table included AI-powered automation, fundamental changes in agents’ roles, contact centre efficiency vs. effectiveness, and positive changes in the new normal.
- Are BPO’s living up to market expectations?
- Being efficient becomes effective – using automation/AI and self-service.
- Priority BPO placement – digital adoption, agile mindset and customer success.
- Can outsourcers be more creative with their CX?