The contact center space is under a lot of pressure right now. As things stand, the status quo doesn’t look sustainable.
Business Process Outsourcers (BPOs) play a big role in the contact center space, with 58% of contact center leaders reporting that they outsource at least some of their service capacity to BPOs, according to Deloitte Digital’s recent Global Contact Center Survey. However, the same piece of research also found that that number is expected to rise to 64% in the next two years, suggesting that BPOs are set to play a growing role in how many brands will choose to support their customers in the future. But, more importantly, it also suggests that BPOs are likely to play a central role in helping brands tackle some of the current contact center challenges.
