Last week I wrote part one of this two part BPO blog series explaining the necessity of offering omnichannel customer communications. Fifteen years ago the average consumer typically used two touch points when buying an item and only 7% regularly...
Nobody ever said it was easy running a business process outsourcing (BPO) company in the contact center space. In many ways, a call center BPOs' operation is mission critical, as there is no rest and no room for error.