Leveraging Workforce Management Technology for Better BPO Outcomes
Posted: 06/22/2022 - 09:00
Consumers’ expectations are evolving more rapidly than ever before, making it imperative for business process outsourcing (BPO) call centers to manage an increasing number of channels and agents with a wide variety of skill sets. Adoption of digital channels surged during the pandemic, with nearly all consumers becoming digitally savvy.