Straight from the Horse's Mouth: Desperately Seeking Innovation in BPO: Enterprises Speak Out
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Most customers of BPO services are initially delighted when they trim 30% off their costs on one process, and 50% off another, but once those costs disappear from the balance sheet, they are quickly seeking new initiatives to attain new thresholds of productivity or revenue growth: what HfS Research refers to as 'innovation'. Moreover, while half of the buyers are dissatisfied with the innovation they are currently achieving from their BPO endeavor, the majority are seei...
