Front-Office BPOs Must Be Wary of ‘Cool Technology’
The successful delivery of contact center services relies on the provision of quality customer experience and application of the right technological solutions. So it is clear that finding ways to interface both agents and end-users with technology that can facilitate a strong interaction goes far in driving customer loyalty. Many outsourcers already realize that finding […]
Outsourcers need to Carefully Position Front-Office RPA
To say that robotic process automation (RPA) has been the subject of heated debate among outsourcing stakeholders over the past year would be an understatement. Rarely does a contact center event occur in which this topic is not hotly contested (such as the one discussed last week), and the volume of editorial comment on it […]