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2018 Global Front-Office Omnibus Survey


Compiled by Peter Ryan and the team at Ryan Strategic Advisory, the 2018 Front Office BPO Omnibus Survey includes thought-provoking findings collected from 300 enterprise contact center decision-makers in the US, UK, Canada and Australia.

Includes insights on:
• BPO investment strategies.
• Commercial objectives
• Enterprise CRM budget flexibility.
• In-house operational challenges.
• Digital channel adoption.
• Automation trends.
• Agent attrition levels
• Views on different CRM delivery models.
• Data analytics.
• Robotic process automation.
• Willingness to outsource different elements of front-office delivery.
• Most favored offshore delivery locations.

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