In this popular article, Juan Gonzalez, Research Director at Frost & Sullivan, shares his top ten BPO trends and priorities that providers should have been focusing on as we moved into the new year.
Gonzalez breaks down things like customer empowerment, a focus on omnichannel, and how self-service and voice of the customer will be key this year.
Security, cultural alignment, and predictive capabilities were also suggested as important topics to focus on during 2017, due to their effects running deep in both day-to-day business and customer satisfaction.
Now that we are almost halfway through the year, how do these trends stack up? Were the predictions right, or is there still too much time to say?