While cutting edge companies are thinking of upskilling their online staff as virtual teams with AI technology, the majority of BPO processes are using aging equipment. Not that BPOs are not strategically investing in new tech, but normative standards have come and stayed for this field. Investing...

Online staffing requires more dependable, performance-based metrics. We doubt the business axiom that says, “whatever is measured can be done,” because despite the daunting but seemingly stable processes, the opposite can apply: “whatever is measured may not be done.” Given working SOP for...