BPO 2.0: The Next Generation of BPO-Enabled Contact Center Innovation

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The basic premise of business process outsourcing (BPO) is that companies focus on their core competency and move their non-core business processes to outsource providers allowing for optimal use of a company’s time and resources. BPO has grown immensely in the last decade—the list of functions being outsourced has expanded from traditional call centers to include back-office or middle-office functions such as purchasing and disbursement, order entry, billing and collection, human resources administration, cash and investment management, tax compliance, internal audit, and pay roll.

This paper describes how leading companies are using BPO to drive innovation and do more with less in the contact center. It includes 10 success stories from various industries.


Other white papers
1.	7 Habits of Highly Effective Contact Centers
2.	Delivering on the Service Level Brand Promise to Customers Every Time: 9 Ways to Get There
3.	The Only Captive Revenue Generation Opportunity Left for Contact Centers: What It is and How to Exploit It

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