Contact-center firms in
the country are acquainting themselves with new challenges that are
expected to come their way in the next 10 years to ensure continued
strong growth of the business-process outsourcing (BPO) sector.
“We’ve experienced a
lot over the last 10 years. Our industry grew from just barely a few
companies to about four times the number that are servicing companies in
the US and in European countries. We’re preparing ourselves for the
next challenges,” Jojo Uligan, executive director of the Contact Center
Association of the Philippines (CCAP), said in a statement.
To
help its members in meeting the fresh challenges and adjusting to the
future global trends in the industry, Uligan added that CCAP is bringing
in experts to talk about the topic “2020: The Future of Outsourcing” at
the International Contact Center Conference and Expo (ICCCE) next
month.
He said
ICCCE 2012 will be the biggest event yet and will highlight future
trends that would shape the outsourcing sector in the coming years.
According
to Uligan, new and interesting topics have been lined up to enhance the
knowledge of contact-center operators, as well as provide insight about
the future of outsourcing to associate industries.
Among
those invited to share their experiences are McCann Chief Technology
Officer Greg Armshaw and Google Enterprises Asia-Pacific General Manager
Johan Segergren, who will speak about technologies that outsource
providers should bet on; Ovum Lead Analyst Peter Ryan; Thomson Reuters
Political and General News Editor in Charge Raju Gopalakrrishan; Economist
Corporate Network Hong Director Ross O’Brien, who will tackle
geo-politics and its effects on outsourcing; University of Strathclyde
Associate Dean Philip Taylor; and British Council Business Development
Manager Nick Walker, who will discuss new challenges to educators and
human-resource managers.
Som
Mittal, president of India’s National Association of Software and
Services Companies, will present the possible future of the global
outsourcing industry in the next 10 years.
The
Philippines is seeking to increase its current share in the global
contact-center revenues to 25 percent from the current 15 percent.
His
presentation will focus on the challenges and opportunities that would
make or break the global outsourcing sector, which all companies must
heed.
Uligan said
despite the challenges, the industry remains optimistic about the
future, especially as the demand for contact-center services remains
high.
No comments:
Post a Comment