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

Meeting the Omni-channel Consumer Head On

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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

Technology-Enabled BPO: Meeting the Omni-channel Consumer Head OnComplex Communication NeedsIntroductionA New Technology-Savvy Consumer Defining Omni-channel 360Industry Use Case: Omni-channel RetailingMoving the Customer Service NeedleExamples of BPO Development and Rollout of Large Scale Technology PlatformsConclusion

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