DUBLIN--(BUSINESS WIRE)--Research and Markets (http://www.researchandmarkets.com/research/l2z5tr/bpo_enabling) has announced the addition of the "BPO Enabling Technology Part II" report to their offering.
This study's emphasis is on customer care outsourcing for service, sales and technical support in North America. Consumer behavior is changing at a frenzied pace, and BPO service providers are re-tooling operational processes and investments to manage market challenges. This movement into new realms of specialized expertise signals opportunities for technology investments that could translate into enhanced value creation and a seamless service experience for clients and consumers.
Industry Challenges and Opportunities:
- Contain costs and reduce complexity
- Drive out agent efficiencies
- Combat agent attrition and retain top talent
- Deliver high quality live and automated interactions
- Manage an omni-channel environment (social, mobile, email, text, chat, video)
- Address the plethora of security certifications and government regulations
- Identify and minimize agent fraud
- Leverage the power of predictive analytics, big data and automation
- Invest in global, state-of-the-art technology platforms
- Maximize upsell and cross-sell activities to expand customer relationships
Key Topics Covered:
1. Introduction
2. 2015-2016 Industry Challenges and Opportunities
3. Omni-channel Engagement: What to Expect
4. A New Era of BPO Value Creation
5. Industry Examples
6. Concluding Remarks
Companies Mentioned
- Concentrix
- Genpact
- Hinduja Global Services
- Minacs
- SYKES
- Spice CSM
- Teleperformance
- Transcom
For more information visit http://www.researchandmarkets.com/research/l2z5tr/bpo_enabling
