Explore the art of balancing internal strategies with external partnerships in the dynamic world of customer contact. This panel discussion will focus on the integration of business process outsourcing (BPO) with digital transformation initiatives to create a synergistic approach in customer contact centers. Uncover insights into how competitive yet collaborative environments between in-house teams and external vendors can drive enhanced efficiency and customer service excellence.

Topics Include:

• Key strategies for effective business process outsourcing and aligning internal teams
• The role of digital transformation in augmenting BPO strategies, with a spotlight on platform modernization and generative AI
• Techniques for ensuring smooth technology adoption, benefiting both employees and customers
• Case studies and real-world examples of fostering competitive, collaborative partnerships for optimal customer contact outcomes