BPO isn’t what is used to be. Clients pushing for digital transformation, changing labor models & the introduction of automation technologies are changing the Customer Engagement landscape…or are they? The Outsourcing Institute’s Daniel Goodstein recently sat down with Chris Caldwell, President at BPO firm Concentrix, to discuss the changing BPO marketplace, new client demands for Customer Engagement and Digital Transformation, and the challenges currently facing BPO providers.
The interview explores:
- Changing Customer Engagement expectations
- Moving up the value chain & being more than a commodity
- Innovation vs. Cost-Save
- Effects of Digital Labor, RPA & Automation
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