Today’s business landscape is fraught with uncertainty. Organisations seeking to prosper in the coming recession, whilst adapting to new flexible working practises, must make increasing profitability a central focus.

In the outsourced contact centre industry this means driving down costs and increasing revenues. It also means improving service standards to forge customer loyalty, future-proof client relationships, and crush the competition.

BPOs attempting to increase profitability without the cutting-edge firepower of intelligent automation and AI will find themselves losing out again and again to competitors.