Back-to-Office Mandate a Challenge for BPOs in 2026
For all intents and purposes, the days of remote work as the norm for contact center management (or any other sector for that matter) are a thing of the past. In 2026, leaders across organizations appear more intent than ever to centralize all aspects of operations in-office, and this is filtering down to management of […]
CX Hybrid Model Demands Balance and Flexibility from BPOs
Predictions rely on data and anecdotal evidence. The art of prognostication is sophistry that has been mastered by few individuals, with the most successful being those who are constantly amending their forecasts to incorporate new information. Now, as a post-vaccine world approaches, more BPO CX decision-makers are struggling to figure out what a hybrid delivery […]
Demand for Virtual Agents Will Put Pressure on Recruitment Supply
Let’s face it, the way in which front-line support team members were sourced over the past two decades is changing. The agent profile that was seen as acceptable pre-pandemic will be abandoned as enterprises push their BPO partners to embrace more virtual delivery. Invariably, outsourcers will be forced to hire more agents that have higher […]
Work-at-Home Agents – Now is the Time
While perhaps overused in general, the cliché Carpe Diem – Seize the Day cannot be ignored by BPO companies aiming to provide their clients with work-at-home agents. Undoubtedly, there will be those enterprises that choose not to consider this delivery model. But recent research shows that more firms than ever are considering how remote workers […]