Information & Communication Technologies


Technology-Enabled BPO: Meeting the Omni-channel Consumer Head On

Meeting the Omni-channel Consumer Head On
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Published: 30 Aug 2013

The BPO value proposition, once centered around labor arbitrage, right-shoring and economies of scale, is changing. Consumer buying patterns and behaviors are changing as well. Meanwhile, service providers today are investing in new operational solutions and processes – ones that are mapped to meet the communication needs of the army of independent, autonomous self-starters of Gen Y. This movement into new realms of specialized expertise creates considerable opportunity for new BPO technology investment, translating into enhanced value for clients and consumers.

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