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Presented by:

Steve Hurst

Steve Hurst

Engage Business Media Editorial Director Click to
Conrad Simpson

Conrad Simpson

Interactive Intelligence Director Click to
12th December 2013

The global outsourcing business is undergoing a radical period of change and also impressive growth as the need for organisations to become more efficient and cut costs continues apace.

Consolidation of the BPO marketplace is creating uncertainty as well as opportunity and while the outsourcing market is growing many have concerns about consistency of delivery of business objectives including customer service across channels from outsourcers.

Steve will give his independent overview unique insight into the BPO marketplace ahead of Engage Customer’s Outsourcing Customer Services Summit in Spring 2014, while Conrad will deliver the keynote and share his thoughts on what’s next for BPO customer care.

Key questions Conrad will address include: How much future technology can outsourcers take advantage of ?: Is cloud going to play a large role in BPO in future?: What of the future for self-service technology against that delivered by human beings?


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