Technology-Enabled BPO: Meeting the Omni-channel Consumer Head On
Technology-Enabled BPO: Meeting the Omni-channel Consumer Head On
Meeting the Omni-channel Consumer Head On
RELEASE DATE
30-Aug-2013
30-Aug-2013
REGION
North America
North America
Research Code: 9857-00-3B-00-00
SKU: IT00141-NA-MR_01135
$1,500.00
In stock
SKU
IT00141-NA-MR_01135
Description
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.
Table of Contents
Introduction
A New Technology-Savvy Consumer
Defining Omni-channel 360
Industry Use Case: Omni-channel Retailing
Moving the Customer Service Needle
Examples of BPO Development and Rollout of Large Scale Technology Platforms
Conclusion
Related Research
Popular Topics
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.
No Index | Yes |
---|---|
Podcast | No |
Author | Michael DeSalles |
Industries | Information Technology |
WIP Number | 9857-00-3B-00-00 |
Is Prebook | No |