A Tale of Two B.P.Os.
Storyboard Text
- A Tale of Two BPOs
- Curb Side Pickup Available
- Face2face, INC
- “It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, it was the season of light, it was the season of darkness, it was the spring of hope, it was the winter of despair..." - Chalres Dicken
- Meanwhile
- It was the year 2020...rapid advances in computing coupled with a global pandemic greatly accelerated digital transformation, but...This transformation was not treating all companies equally.
- Closed for March, We will be back soon!
- The way we interacted with each other changed overnight. Most businesses scrambled to adapt, & were forced to adopt new ways of transacting with CustomersRapidly, Customers were willing to interact differently...
- How am I suppose to do that, with this?
- Companies found themselves limited by a patchwork of disparate communication systems that no longer worked for their customers, clients, or employees.Many had inventories that were not being consumed...
- Yet, Some companies were born digitally, and a handful of traditional companies had previously invested in digital capabilities. These companies were communicating with an agility that appeared magical. These brands emerged as agile darlings.
- Traditional BPO were reacting to these changes in various ways:
- Some put their heads in the sand, hoping for a return to a previous normal.
- Eureka!
- Others attempted to cobble together new customer experiences with whatever they had on hand.But, without a strategy and proper tools... huge dissatisfaction was created for customers and employees alike...
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- Evenutally, a path forward began to emerger...
- It became clear to Clients that they had to adapt."Nice to haves" they had been considering for future years, became immediate needs.Clients of all types desperately needed solutions that were more than just "belly buttons in seats."
- It also became clear that the distribution of contacts was no longer the BPO business model, nor a Customer Experience differentiation.The bricks and mortar Contact Center, with its Agents, isolated in neat rows, born from how we originally consumed Contact Center Technology was outdated.
- Finally, It became clear that in order to even meet customers' new expectations, companies must create a digital workplace aided by automating (vs Distributing) the Customer Experience.
- Avaya IP, Relationships, Size, and Communications as a Service Solution can uniquely position a BPO to deliver on these Customer and Employee needs regardless of their existing, underlying technology.
- From Avaya's Carrier Services creating flexibility unrivled Inteigence per contact at insaley competitive cost
- Image Attributions:280277 (https://www.pexels.com/photo/accuracy-afternoon-alarm-clock-analogue-280277/) - Pixabay - License: Free To Use / No Attribution Required / See https://www.pexels.com/license/ for what is not allowed
- To the most roboust digital channels Communicatoion solutions
- API and Application infrastructure including Virtual agents and conversational intelligence that addresses your client's unique business challenges with low overhead and lighting fast speed
Image Attributions
- 280277 - Pixabay - (License Free To Use / No Attribution Required / See https://www.pexels.com/license/ for what is not allowed )
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