workforce management technology

Leveraging Workforce Management Technology for Better BPO Outcomes

Posted: 06/22/2022 - 09:00
An increasing number of BPOs are leveraging digital workforce management technologies to meet the needs of an increasingly digital contact center.

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.

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