Learn how business process outsourcing can help organizations improve efficiency, scale operations, access specialized expertise, and transform critical business functions. Topics range from outsourcing strategies and back-office services to process optimization and the evolving role of BPO as a strategic business partnership.
Why scaling empathy is not the same thing as automating it. A recent study published in the Journal of Business Research tested how customers reacted when their service recovery was handled by voice AI instead of a human agent. Customers…
An accent can shape perceptions from the first few words. Listeners begin forming accent-based judgments almost instantly. All it takes is a moment for listeners to begin forming judgments about a speaker based on their accent. In the BPO voice…
Outsourcing has evolved well beyond a cost-cutting exercise. Outsourcing has evolved well beyond a cost-cutting exercise. As Deloitte principal Kort Syverson put it in the firm’s Global Business Services Survey, “What has become clear is that cost is a deteriorating…