The Next Normal | What does 2021 hold for the BPO Industry?

2020 has been a year of disruption for all. Now that it is coming to a close, we ask what can 2021 hold for the outsourcing and BPO industry? To provide some understanding of exactly that, ThinScale hosted a webinar with an all-star panel of experienced professionals in the outsourcing sector – providing key takeaways from 2020 and insights into 2021. This blog is a summary of the key talking points in that webinar. 

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3 ways BPOs can use BYOD to increase value to customers

Reflections from industry torchbearers, like Peter Ryan rate work at home provision as a vital tool in the belt of any BPO. As of now, the ability of outsourced and service agents to work remotely will be at the forefront of the customer’s decision-making process when considering outsourcers. In a CX Files podcast with industry expert Mark Hillary, and ThinScale’s CCO, Andrew McNeile, we see the significant benefits BYOD can provide to work at home strategy, as well as insight into the blended model of on-prem/work at home that will likely occur outside of just cost savings. Building off of this topic, in this blog, I wanted to touch on how BYOD can enhance BPOs’ offerings to their customers now and in 2021, specifically in terms of:

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Ensuring agent productivity in the modern Work at Home landscape

With this new normal of work at home, we are still figuring out how to emulate an agent’s office environment. Agent supervision and productivity control are key aspects that have been lost in this transition to remote working. In this blog, we will be going through productivity management issues that work at home has introduced and how employers can fix this.

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5 reasons BPOs MUST look to BYOD this quarter

BPOs this quarter must improve their hiring frequency and onboarding speed to keep up with customer demand

BPOs this quarter will primarily focus on improving and increasing their delivery of services to customers, the holiday season being a massive driver in business activity across many industries, especially in consumer-facing/customer service roles. So what do BPOs need to do to increase their output and provide better value to customers? Looking at their focus for this quarter, we see two main objectives:

  • Increase the recruitment of temporary staff
  • Reduce costs of operation

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Secure Remote Worker And WaH Security – A Shout Out From Frost & Sullivan

Brendan Kiely, CEO, ThinScale Technology:

I had the pleasure to be interviewed on the CX Files podcast back in April. It was the height of the initial lockdown period and everyone was focused on Work at Home (WaH) security. The host, Mark Hillary, was asking me about how the contact centres that had all sent their teams home could keep on serving customers in a secure way from home.

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Fortify business resilience with ThinKiosk

At the beginning of 2020, companies faced a drastic and sudden shift in their business continuity planning, where work at home quickly became the only viable solution. This resulted in companies, en-masse, moving devices from location to their employees’ homes to continue operation.
This “Lift and shift” method companies were using prioritized speed and accessibility above all else. The most important thing was getting people working, accessing business-essential applications from home. This mostly took the form of a standard windows machine and a VPN to provide a secure connection. However, this method left much to be desired. In this post, we’ll be going through some of the challenges companies faced when employing this strategy of work at home enablement, what we can learn from these challenges, and how ThinKiosk provides an endpoint solution that improves companies’ business resilience.

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2020 Remote Working Summit

ThinScale had the pleasure of sponsoring 2020’s Remote Working Summit by Customer Contact Strategies last week.  Customer Contact Strategies is the brainchild of Michele Rowan and it brings together people in the industry to discuss ideas, experiences, and technologies around Work at Home (WaH). Due to Covid-19, the event was adapted for online and was done completely virtually, through Zoom. 

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