White Paper: Did 2020 kill the BPO industry as we know it?

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When the COVID-19 pandemic threw the contact centre industry into disarray, some assumed that customer management BPOs, with their promise of scalable resource, would benefit.

But the reality proved quite different. In this paper, Davies Group Consulting Director Mike Havard examines why – and outlines a new role and opportunity for the BPO sector.
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