9/7/2023 0 Comments Atento work from home![]() Mergers, acquisitions, growth and investor expectations are factors to consider when identifying current and future opportunities." On the other hand, buyers and suppliers will seek to readjust productivity levels and service quality to pre-pandemic levels." "Operational and efficiency challenges, driven by the realignment of supply: notably the rise in work-from-home options (WFH), offshoring and nearshore services (skills and talent) versus digital and self-service options.The closing of workplaces around the world have accelerated the adoption of working- at-home as the primary delivery mode for traditional voice-based services. Changes brought about by COVID-19 in the form of social interactions, shopping behavior, working conditions and business transactions will continue to push consumers towards digital methods. "Rapid adoption of digital, analytics, artificial intelligence (AI), automation and cloud services".In this context, the four market categories have brought about three key trends that will affect the BPO sector until 2023". These four segments have emerged due to a transformation in certain market components including service offerings, technology, service delivery, agreement structure, prices, and labor supply. By 2023, 75% of CM BPO service providers will adopt AI and analytics-based marketing, sales and customer service because these technologies are reducing in cost and can yield significant competitive advantage."Ītento has been recognized by Gartner in CM BPO market, "Gartner believes the sector's growth will be driven by the rapid adoption of new services in the digital, analytics, artificial intelligence (AI), automation and cloud realm, as well as those that include business process platforms as a service (BPaaS)." These new services will begin to rise in popularity beside long-standing traditional services, such as voice-based calls.Īs per the Gartner report, the BPO market is made up of four main categories "customer selection, customer acquisition, customer retention and customer expansion. As per Gartner, "Customer management BPO is experiencing a seismic shift from offshore voice services to digital and work-at-home services while delivering customer experience and trust. Readjusting the service offering will give rise to a series of operational and efficiency challenges. ![]() Outstanding trends over the coming years. The adoption of digital, analytics, AI, automation and Cloud services, are among the most.
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