Vasupradha Srinivasan

Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.

Contact centers have met COVID-19 challenges with impressive agility and tenacity. Their next step is to apply the lessons from the crisis to build brand-new operational blueprints.

Customer service today breaks the barriers of pre- and post-sale engagements. Thanks to digital adoption and omnichannel engagement strategies, customer service activities span the entire customer lifecycle. Customers make no differentiation on whether they are seeking support before or after a purchase journey and expect a consistent experience with every interaction. Consequently, customer service has also established itself as an active channel capable of creating incremental revenue streams for every business.

My first interaction with a chatbot was seven years ago. A comical avatar popped up when I was trying to renew my auto insurance and offered help. But help it did not. I still gave the brand brownie points for trying to engage, because back then it was a novelty. But we can all agree […]