Now Online: 2015-2016 Knowledge Executive Business & Marketing Insights Report
It is with tremendous enthusiasm that we present the 2015-2016 Knowledge Executive Business & Marketing Insights report for BPO&O and Contact Centres, Marketing & Social Businesses – now available to buy online here.
South Africa is still considered a favourable emerging market, with abundant growth opportunities for Business Process Outsourcing & Offshoring (BPO&O). Ours is a burgeoning industry; highly-competitive in terms of service providers, multi-channel platforms and constantly improving communications and technology. The intersecting digitisation of all communications and information will continue to fuel offshore and nearshore growth – and pave the way for a greater, more dynamic, knowledge economy.
Leading the way into 2016
Within this context, Knowledge Executive has undertaken a thorough qualitative analysis of the greater BPO&O sector – including growing sub-sectors such as Debt Collections, Legal Process Outsourcing (LPO), Knowledge Process Outsourcing (KPO) and Finance & Accounting Outsourcing (FAO). The growth in the sector is encouraging with South Africa being favoured as an offshore BPO destination for UK, European and Australian businesses wanting more affordable, yet efficient and specialised, outsourced services.
The underlying theme throughout this book is the critical relevance of customer centricity. It is the focal point of forward-thinking knowledge leaders – and is particularly pertinent to the BPO&O sector. Contact centres are no longer a maligned area of corporate business where junior agents handle customer complaints, but are the core operating asset – an integrated platform of customer centric relationship management (CCRM).
We forecast the most relevant and exciting trends, projections, forecasts and analyses facing the industry in 2015 and 2016 to help you, the reader, make better informed decisions – whether you are choosing to pursue investment in this sector – or want a clearer outlook for the years ahead.
Order Online here.