Trends 2021: Outsourcing Decisions & Customer Services Investments in Light of Changes from 2020

As a result of the disruption caused by COVID-19 in 2020, four trends came to the fore: work from home, customer behavior, digital transformation and investing in automation. These four shifts show how why BPO services are more critical for the future. Survey results demonstrate how technology and outsourcing continue to pave the pathway forward – delivering improved customer experience in an ever-changing world.