Latest / The Future Of The Future
46. Outsourcing is broken
Labor arbitrage, alone, is not enough reason to outsource, not anymore.
With the rise of AI and automation possibilities, companies are thinking twice about outsourcing business or support functions offshore.
Lift and shift is out of fashion, and out of touch with the current tech scenario.
So how do you add value to outsourcing? How do you become an innovation partner to your customers? In the specific world of BPO and customer service support, how do you leverage agents in the best place and way possible?
I interviewed Craig Crisler, founder and CEO of Support Ninja, to find out the answers…
The skinny
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