New Revenue Sources Vital to Front-Office BPOs
The need to be on the lookout for sources of new revenue is essential in any line of business. This is especially the case with firms in mature industries where annual growth is modest. This is a challenge in the front-office BPO space, where providers are anxious to find alternative sources of demand, in order […]
Are BPOs Ready for a Recession?
The economic cycle dictates economies that perform well will eventually slow down. With so many demand markets having experienced significant expansion of late, it is no surprise that some economic forecasters now anticipate at least a mild contraction in growth in 2019. Should this occur, outsourcers must ask: How do we remain relevant? This is […]
Retail is Changing and Front-Office BPO Needs to be Ready
Change is a constant in life, and resistance is futile. This is certainly the case in the domain of commercial enterprise. With the advent of so many technological developments the past two decades, every sector has been forced to evolve to adapting consumer patterns. This has been pronounced in retail, where long-established players are facing […]
Front-Office BPO Consolidation Leaves Little Margin for Buying Errors
Francis Ford Coppola’s epic film The Godfather is a trove of great scenes, and one is especially applicable in the current consolidation-driven contact center services market. As Michael Corleone and Peter Clemenza discussed, there’s a shakeout among families every five to ten years. To draw a loose parallel between cinema and reality, in front office […]
Creativity Essential for Outsourcers in Face of UK Consumer Slowdown
One thing that BPO executives understand is that strong economic activity is the catalyst of expanded market share. After all, when consumers buy more products and services there is a greater need for third parties to ensure top-flight end-user care. However, the true test for outsourcers comes when there is uncertainty on the horizon and […]
Leveraging Influencers is Crucial for BPO Stakeholders
In today’s competitive contact center services market, providers need to take advantage of all opportunities to communicate their value proposition to prospective clients. Obviously, there are many avenues that outsourcers can use to better position their brand, but one approach that should be front of mind for executives is influencer engagement. Going into H2 2017 […]
Outsourcers Need to be Strategic When Deploying Video-Chat
One of the most fascinating contact center trends over the past five years has been the interest around providing consumer support through video-chat. This has been playing out in different ways, but one thing is clear; forward-looking contact center outsourcers must embrace this communication technology, while recognizing that it will remain a niche channel in […]