[Google Hangout] BPO Automation: Where Do Humans Fit In?

[Google Hangout] BPO Automation: Where Do Humans Fit In?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 LineWatch Now
  • Best Practices for Training and Implementation
  • Plus so Much More!

Who should watch:

  • VPs & Directors of Customer Service
  • VPs & Directors of Contact Centers
  • VPs & Directors of Web/Social Media
  • VPs & Directors of Customer Experience


The Panelists:

Shai BergerShai Berger

FonoloAs a thought leader, innovator, and CEO of Fonolo, Shai Berger is on a clear mission to educate the call center industry on how to improve the customer experience.

Twitter: @shaiberger


Mark HillaryMark Hillary

IT decisionsMark is a British author, blogger, and advisor on technology and globalisation based in São Paulo, Brazil.

Twitter: @markhillary



Neal TopfNeal Topf

CallzillaNeal is the President of Callzilla, an outsourced contact center providing award-winning customer care and customer acquisition services.

Twitter: @NealTopf


Jeremy WatkinJeremy Watkin

FCRWith more than 15 years of customer service experience, Jeremy is the Head of Quality at FCR, the most respected and disruptive outsourcer.

Twitter: @jtwatkin

Peter RyanPeter Ryan

Peter Ryan Strategic AdvisoryPeter has been at the forefront of the contact center services market advisory for over a decade. He is one of the most sought-after speakers on outsourcing.

Twitter: @peter_w_ryan