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Current Trends in the Business Process Outsourcing Industry

  • Customers are now becoming omni-channel shoppers who are looking for a seamless online shopping experience across multiple devices.
  • Freelancers or work-at-home agents are becoming more and more available to serve the BPO industry.
  • Data analytics has become more accessible and real-time information becomes available to enhance the customer experience.
  • Demand for a robust cloud infrastructure increases as the remote workforce grows and the need for agility and scalability becomes essential.
  • Automation of manual duties through Artificial Intelligence (AI) is increasing, which helps agents focus more on things that matter.
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