To automate or not to automate? That is the question many Business Process Outsourcers (BPOs) are asking today. The global BPO sector is under tremendous pressure with the rise of technology-led automated services such as AI, machine learning, and RPA (robotic process automation). According to The World Economic Forum, these advancements could impact more than 5 million jobs by 2020. So, what does this mean for the BPO industry and the agents currently driving its operations?
Forward-thinking CIOs know that agents are the backbone of their organizations and, although converting to automation is a top-priority for improving the customer experience, the need for human capital still remains. Therefore, BPOs must be strategic about executing these new systems.
Is Your BPO Future-Proof?
As the customer demand for self-service rises and the cost of technology declines, it’s important to consider which technologies can benefit your BPO. Automation comes at a price when not executed properly:
For decision-makers, it’s imperative that technology is properly implemented prior to displacing a company’s workforce. If you’re uncertain about how to future-proof your BPO, you need to watch this live conversation unfold, as we hear from industry experts about automation and the changing role of humans.
We talk about:
- The Growing Demand for Automation
- The New Role of Humans on the Front Line
- Best Practices for Training and Implementation
- Plus so Much More!
Trend Alert! Contact Center Industry Predictions for 2023
This report offers perspective on where the contact center industry stands today, plus our trend predictions for 2023.