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Viewing 1 to 9 (9 Total)

Top 10 BPO Trends and Business Priorities for 2017

Against the backdrop of customer experience taking precedence in 2016, Juan Gonzalez, Research Director at Frost & Sullivan, shares his top 10 BPO trends and priorities that providers should be focusing on as we move into the new year.
here are the top 10 BPO trends and priorities that providers should … BPO providers are challenged to deploy a complex https://digitaltransformation.frost.com/expert-insights/viewpoints/top-10-bpo-trends-and-business-priorities-2017/

Work At Home Agents (WAHAs) Best Option for Canada

Canada is again becoming attractive for nearshore contact centers thanks to a weak Canadian dollar. But U.S. and U.S. serving companies should think twice about going back with traditional centers. Instead they should consider the alternative of work at h…
llar. Naturally this trend has prompted some BPO companies and clients to consider … for a reason. Many BPOs set up nearshore U.S. market…er remains open. This history should give BPO and in https://digitaltransformation.frost.com/expert-insights/viewpoints/work-home-agents-wahas-best-option-canada/

Consolidation "rules" in the BPO Industry: Groupe Acticall announced it will acquire Sitel

Groupe Acticall (7500 employees), headquartered in France, has agreed to acquire SITEL Worldwide Corporation (61,100 employees) adding a new transaction into the recent merger and acquisitions history within the Global BPO Industry. Sitel will continue…
https://digitaltransformation.frost.com/perspectives/analyst-perspective/forums/trending-company-news/consolidation-rules-bpo-industry-groupe-acticall-announced-it-will-acquire-sitel/

When Culture Helps Innovate Customer Engagement: The South Africa Example

A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.
BPO can be at the root of success or failure in BPOSouth Africa's BPO Service Triad… I've studied BPO providers that do and those that don… suggest that this is especially true in the BPO industry. Consider that the link between cul https://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/

The Game-Changer: BPO Innovation Up and Across the Value Chain

Customer care outsourcers are putting solutions in-place that affect their clients’ core business; from strategy, operations and processes to the financial bottom line.
BPO Innovation Up and Across the Value Chain …BPOwitnessing tremendous investment in internal BPO research and development …BPO https://digitaltransformation.frost.com/expert-insights/viewpoints/game-changer-bpo-innovation-and-across-value-chain/

BPO Growth Climbs with a Laser Focus on Industry Verticals

Business Process Outsourcers in North America are expecting greater revenue growth through deeper penetration within 4 core vertical sectors
As many of you who follow BPO growth already know…nterviews with executives from the following BPO companies and includes secondary research on…ng so quickly and the myriad challenges that BPO https://digitaltransformation.frost.com/expert-insights/viewpoints/bpo-growth-climbs-laser-focus-industry-verticals/

Innovating the Virtual Office & Optimizing the Client Experience in BPO

A summary of the recent opening of a Teleperformance virtual office in Dubai.
a group of BPO industry analysts joined Teleperformance Gro https://digitaltransformation.frost.com/expert-insights/viewpoints/innovating-virtual-office-optimizing-client-experience-bpo/

The Rise of Latin American Based BPO Providers

There are not many industries, except for commodities, where you can find 2 Latin American Providers among the TOP 5 players worldwide. However, the BPO CRM space is one of those.
the BPO CRM space is one of those. Atento… next stop for the two rising Latin American BPO Providers. So https://digitaltransformation.frost.com/expert-insights/viewpoints/rise-latin-american-based-bpo-providers/