Automation’s essential role in making BPO’s CX more effective

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.

Key Highlights

  • 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?
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