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33. Addressing the Challenges with Business Process Outsourcing using a Digital Workforce

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Business Process Outsourcing (BPO) firms have been hit hard by the COVID crisis, directly impacting their clients who outsourced work to these firms.

In this episode, Michael Marchuk talks with Fabiano Lopes from Alix Partners about how a digital workforce can support clients looking to bring back work from BPO providers who may not be able to support the work as well as how clients should be looking at outsourcing now that this digital workforce has become more available.

Here’s what we talked with Fabiano about:

  • The impact of COVID-19 on the business process outsourcing industry and the way that firms are looking at their labor mix
  • The decisions for bringing back work using onshore and digital labor
  • Reviewing the mix of onshore, offshore, and digital workers as we move towards the “next normal”
  • How organizations can make the most of this opportunity to implement a digital workforce
  • How companies can link automation via the digital workforce to their corporate transformation goals

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