The Three Biggest Issues Facing BPOs

In order to remain competitive, BPOs need a new way to address compressed margins, shrinkage and agent attrition. The key lies in rethinking how workforce management is handled today and reshaping it to become an innovative advantage. Join industry expert Bob Fletcher to discover the strategic framework that BPOs are using to realize extra hours of agent productivity per month, double-digit increases to margins and improved bill-to-pay ratio.

December 16, 2015

Externally, BPOs face mounting pressures from client expectations that demand better service delivery to more channels, service level compliance, and better agent performance—all at a competitive price point. Internally, it's a battle against agent attrition, shrinkage and compressed margins.   

In this environment, how can BPOs overcome the internal and external pressures to stay competitive?

It starts with addressing the inherent inefficiencies in workforce management. It might seem simple, but by doing so, you can transform your business operations from manual to reactive—giving you the agility to strategically address specialized client needs.Join us for a 20-minute webinar with industry expert Bob Fletcher, and find out how you can see a dramatic improvement in your bill-to-pay ratio, agent engagement and your customer experience across all communication channels. 

Kyle Antcliff

VP of Marketing

Intradiem

Kyle is a thought leader on how a real-time workforce delivers a better customer experience. Before joining Intradiem, Kyle was Chief Operating Officer at TALENThire (workforce management) where he led the company’s growth and recognition as a Georgia Top 40 Technology Company. Prior to TALENThire, Kyle served as Vice-President International for Marketworks (eCommerce) where he played a key role in the Company's 65% annual growth and acquisition. Kyle graduated from Purdue University with a Bachelor of Science in Computer Information Systems and holds an MBA from Northwestern's Kellogg Graduate School of Management.

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