The COVID-19 pandemic has transformed commerce, forcing companies to bring new technologies to the table that serve changing customer needs and a revolution in the workforce. BPO providers are at the forefront, helping to enhance the customer experience through consistent service in the midst of massive disruption. While few people believe there will be a return to the “old normal”, the “new normal” will be one of opportunity brought forward from crisis.

This guide explores three major lessons learned during the Covid-19 pandemic and discusses paths forward including remote work, enhanced training, next-gen technology adoption, future disaster preparedness and continuity planning and how to choose a pandemic-ready BPO provider right now.