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Recap: Top 10 BPO Trends & Priorities in 2017

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.

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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?

Matt Kendall

During his 2+ years as Chief Editor at Nearshore Americas, Matt Kendall operated at the heart of both the Nearshore BPO and IT services industries, reporting on the most impactful stories and trends in the sector.

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