The Evolving Relevance of Outsourcing to the Service Operating Model. Or Not?


During this webinar, Ember Group CX specialists Mike Havard, Group Director and David Rickard, Consulting Director with guests panellists, Suzi Caesar, Global CX Director, Sage and Lesley King, Director of Customer Service, McDonald’s UK and Ireland, discuss the role of outsourcing in the new ‘normal’.

The discussion also covers the metrics and measures that matter now, what is required from BPO’s as new competencies and capabilities, and the role that innovation and automation play in the new normal and how BPOs factor into this.

Download the webinar recording:

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