2022 BPO and Customer Care Dynamics: Serving the Customer in an Increasingly Complex World

Labor Shortages and Technology Limitations are Major Challenges for Companies and their BPO Partners in 2022

Survey reveals surging consumer demands, rising wages and costs for goods are driving change in the contact center and customer service industry.

Nearly 200 business leaders and decision makers representing IT, operations, finance and customer service departments across 25 industries including shared their concerns about labor challenges and the long-term influence of Work from Home (WFH) trends, how that affects outsourcing decisions and technology investments as well as their goals moving into 2022.

Here's what our report unveils:

  • How outsourcing plans are changing for 2022
  • How strategic goals respond to market pressures
  • Where business challenges are intensifying
  • What technology investment and transformation is necessary to keep up

Gain insight on how contact centers are transforming – not only with technology – but how they fundamentally work. Download your copy to learn more.