The Contact Center has contributed to the significant growth of managed services supporting Business Process Outsourcing (BPO), given the growing need for digital customer experience amid the pandemic. But a number of complicated issues remain, including high employee attrition rates; new, and higher levels of, required skills; challenges surrounding the hybrid working model; and the effects of new technologies and functions such as AI, Digital Transformation, voice biometrics, facial recognition, and advanced analytics.
In this episode of Peering Beyond the Lens, Ken Presti does a deep-dive with Namratha Dharshan, chief business leader of a recent ISG Provider Lens™ report entitled, “Contact Center - Customer Experience Services.” This podcast is a must for any business leader looking to leverage their call center into a competitive differentiator.
View and purchase the full report here: https://research.isg-one.com/reportaction/Quadrant-CES-Global-2022/Toc
Meet the hosts
Ken Presti
Ken Presti is a technology industry veteran specializing in the use of high-value market research to help consultants, agents, service providers and vendors to more effectively help their business customers understand and evaluate Information Technologies (IT) strategies in critical sectors such as networking, cloud, security, contact center, unified communications, and telecom. He specializes in combining empirical data with information acquired through industry contacts to fully illustrate technology trends, business model evolution, likely outcomes, and strategies for success.
Ken also has extensive prior experience in news-talk radio and has been featured on a variety of media outlets, including CBS Radio News and Reuters. He’s also been quoted in a variety of business publications, including Forbes.
LinkedIn Profile
Namratha Dharshan
Namratha Dharshan is chief business leader for ISG Research. With more than 16 years of experience in IT/BPO outsourcing research, she has developed expertise in business processing outsourcing and customer experience broadly focused on horizontals such as finance and accounting and contact center. Her research focuses specifically on customer experience as it relates to digital transformation, omnichannel, analytics, AI and automation.
