2017 is shaping up to be the year of strategic thinking: better control over strategic and support functions by focused business process outsourcing efforts.For enterprises, contact center remains a key channel for client engagement and support. Contact centers have evolved from legacy operations to omni-channel delivery capable firms.
So, for contact center services industry, apart from process/knowledge excellence are the challenges and opportunities arising out of process automation, social media and customer experience management, cloud, multitasking/skill-shortage and the constant price Vs quality aspects. Moreover, when it comes to Services sourcing, the key lies in understanding the opportunities, risks and strategic gains from procuring and consuming services from suitable providers.
ES Outlook is the magazine of record in offering the platform to share, discuss, learn and provide thought leadership to the enterprise sourcing decision-making community. This unique and acknowledged learn-from-peer industry professionals approach serves the decision makers in the Services Sourcing to share, identify, adopt and learn from their valuable and distilled experiences.