CX Files Chris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving?
Chris Hague is the head of marketing at Yoummday. He is based in Prague in the Czech Republic. Yoummday is based in Germany and offers a platform-based approach to CX that resembles the GigCX we have often talked about on CX Files, but in the interview Chris explains how Yoummday differs from the classic gig approach.
Mark Hillary called Chris after reading an article Chris published asking if the traditional BPO model - contact center and customer service employees - is dead...
Chris argues that there is a more positive and flexible future where agents can choose the brands they are working with, choose their working hours, and choose to work from home. They get more flexibility and also earn more - and this flexible approach costs the brand less.
Is this flexible model of CX going to replace traditional BPO? Listen to Chris and decide for yourself...