Building BPOs & Contact Centers of the Future

In January, we published a blog that detailed our 2017 Contact Center & BPO Predictions. Almost halfway through the year it’s becoming more clear that some of those predictions aren’t only coming true, but are becoming table stakes for any BPO or customer care outsourcing provider that wants to win (and keep) business in the near future.

The three predictions that stand out the most are:

• “We’ll see adoption of cloud computing solutions increase rapidly”
• “Cloud computing could completely redefine what we know as a ‘call center'”
• “BPOs & contact centers may seek out compliance partnerships”

These themes make an appearance in Dizzion’s + Bright Pattern‘s joint guide, Contact Centers of the Future.

This piece looks at consumer-driven trends that are changing the way companies and their contact centers do business and serve the public. Today’s consumers are now demanding features like strict security and the ability to interact with a company from multiple contact points (while maintaining a satisfying customer experience). To meet these demands, service providers are turning to more advanced technology solutions and outsourcers with expertise in hard-to-master fields like security and compliance.

Featuring compelling state of the industry statistics, the competitive advantages of adopting these forward thinking solutions and key questions to ask around each topic, Contact Centers of the Future is an insightful roadmap for any BPO or call center looking to stay ahead of 2017’s trends.

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Here’s a preview:

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