The BPO industry has evolved from being cost arbitrage focused to customer impact focused under the guise of customer experience and process ownership. The terms BPO 4.0/industry 4.0 have all led to BPO/KPO operators moving up the value chain and doing things far beyond traditional contact center processes. Since the boom of social media in 2006 to what mainstream social networking sites have flourished in to, both marketing and brand care teams are engaging with social media audiences to provide lasting customer experiences. Read more about the role of social media in Customer Support.
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