CX Files Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO?
Sid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA.
Sid has published his opinion around BPO flexibility on LinkedIn several times. He has made it clear that he feels the future is not human agents OR AI OR any other solution - it is a blend of all the best options and BPOs should be able to offer this blended solution.
For example, should BPOs be capable of offering traditional BPO, Gig CX, and AI all under one roof?
This is what Sid has been talking about for some time. The future for successful BPOs will need to be about more than just offering an automation service or a contact center. They need to offer a flexible mix of everything - building a CX solution using all these ingredients.
Mark Hillary called Sid to find out more...
https://www.linkedin.com/in/sid-victor-3355b73/