This Blueprint is a spinoff of the previously published Contact Center Operations Blueprint, focusing on the digital elements of contact center BPO.
Analytics, Big Data and BI
Aug 08, 2016
Experts from HfS Research, Cognizant, Warner Bros., and CoreLogic discuss the impact of aligning back, middle and front office approaches – resulting in new operating models that are increasingly “born digital”, data rich, and outcome-based, in support of the business to which they strategies align.
Jul 27, 2016
How clients and service providers are using automation, analytics, and more in BPO/BPaaS to enable consumer centric healthcare operations.
Jul 11, 2016
We talk with Phil Fersht about new research from HfS that shows the true impact of automation on job creation and elimination.
Jul 10, 2016
HGS introduced a strategy for optimizing customer experience by guiding people looking for help or support across channels and devices.
Jul 04, 2016
New research from HfS shows the true impact of automation on job creation and elimination in the global IT services and BPO industry.