A new breed of provider has to emerge, which can disrupt the legacy labor-based model
The services world has already started to change - and those who are only just realizing this may already be too late
Why BPO clients which have tech-enabled their processes are achieving better performance and outcomes
Even back in '79 the world was already beginning to zone in on the power of automation
Our new "Technology in BPO" study reveals that this industry is on the brink of a significant, radical overhaul to its very core value proposition
We asked HfS' Charles Sutherland to share his views on what is really happening with process automation and why is shouldn't be confused with technology automation theories of yesteryear
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