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BPO 2.0: The Road to Contact Center Innovation

Overview The basic premise of Business Process Outsourcing (BPO) is that companies focus on their core competency and move their non-core business processes to outsource providers allowing for optimal use of a company's time and resources. BPO has grown immensely in the last decade - the list of functions being outsourced has expanded from traditional call centers to include back-office or middle-office functions such as purchasing and disbursement, order entry, billing and collection, human resources administration, cash and investment management, tax compliance, internal audit, and pay roll. This paper describes how leading companies are using BPO to drive innovation and do more with less in the contact center.

Further White Paper Details
Publisher	eGain Communications	File Format	PDF
Date Published	July 2006	Downloads	104
Format	White Papers
Topics	Outsourcing

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