The sourcing world is changing fast, embracing new technology and ideas while transforming business models. 2017 will be another twelve months of evolution in the industry. Sourcingfocus.com has been asking what people predict for the industry in 2017.
“Customer service has become an integral part of creating a successful brand and, as a result, many companies are placing customer experience at the heart of their business. This means that we have seen a shift in the relationship between brands and third-party BPOs. Rather than acting as an external service provider, BPOs now work closely with their customers to becoming a truly collaborative partner – one that can transform business processes and introduce innovation to better serve the company and customers. It is likely that this close collaboration will continue in 2017 and beyond,” says David Potter, SVP – Business Development at Firstsource Solutions.
“Customer service has become an integral part of creating a successful brand and, as a result, many companies are placing customer experience at the heart of their business. This means that we have seen a shift in the relationship between brands and third-party BPOs. Rather than acting as an external service provider, BPOs now work closely with their customers to becoming a truly collaborative partner – one that can transform business processes and introduce innovation to better serve the company and customers. It is likely that this close collaboration will continue in 2017 and beyond,” says David Potter, SVP – Business Development at Firstsource Solutions.
