"European BPO is the future because people here are thinkers"
Marketing Insiders Group gathered prolific international BPO experts at the 3rd European BPO Forum edition, which took place at Studio 44, on November 22nd in Vienna, reuniting speakers who offered valuable outsourcing insights, from both a global and regional perspective.
European BPO Forum brought together both BPO providers and beneficiaries, focusing on specific needs and customized solutions for both parties. This way Marketing Insiders Group orchestrates a unified, dedicated community, supporting its evolution and promoting its values and accomplishments. The topics debated at the third edition by the eight international speakers were: customer and employee care, cloud computing and contact center solutions, lean process optimization when using the power of Kaizen, nowadays opportunities and challenges based on geographic positioning, corporate governance, ethics and culture and, also, workplace of the future.
Outsourcing is being transformed; new outsourcing destinations, digitalization, automation and the Internet of Things are only a few of the elements that are shaping it now. The latest ISG (Information Services Group) Index revealed that the European market saw solid regional growth in Q3 2016, with increases in both the value and volume of contracts. Eastern and Central Europe are gaining ground as a viable location for outsourcing, challenging the Western Europe’s position on a global level. Central Europe is often chosen as an offshore destination due to its mature industry and highly skilled players, at a competitive cost than Western Europe. Nonetheless, the cost advantage increases even more in Eastern Europe. The low cost criteria is not the only advantage in the region, as Balkan countries also provide a highly educated and specialized workforce.
Romania is recognized for the outstanding language skills of the workforce, fluent in at least two languages. Romanian employees explore and master both technical and soft skills. The employees are interested in the organizational culture, multiculturalism and they are getting actively involved in business development through their innovative proposals.
His Excellency Bogdan Mazuru, Ambassador of Romania to Republic of Austria said: "Romania was ranked 4th in the Business Process Outsourcing & Shared Service Destinations Index 2015 by Cushman & Wakefield. Our country offers a suitable environment for this industry, including people skills, language proficiency, and financial attractiveness."
In addition to this, you can read here the advice and the conclusions given by industry insiders, top decision-makers and leaders from BPO industry.
Dr. Elena Amalia Jansel, Business Development Director, European Board for Certified Counselors and this year's edition moderator, opened the conference with the following words: "The digital era, the 4th industrial revolution affects our society, the way we do business, new jobs appear and others disappear. People development is a strong and vital tool for economic growth, supporting each and every industry. Let's make the best of this event and be inspired by the various angles on the people impact in the BPO industry theme, offered by the speakers."
Harry Sabet, Director of Sales EMEA, Five9 and Nigel Kentish, Business Development Manager, Sixty K talked about "Cloud solutions in the outsourcing business" from both provider and client perspective. And also, explored the attributes of Bulgaria for this industry. They presented the BPO challenges: ‘’leverage the power of predictive analytics, big data and automation, invest in global, state-of-the-art technology platforms to maximize self-service and enhance the customer experience, manage an Omni-channel environment (social, mobile, email, text, chat, video) across multiple geographies.’’ "The customers & employees are the value of your business. Nowadays, we are not selling the product, we are selling relations & emotions, and that's a disruptive transformation.", affirmed Michal Gora – Member of the Board, Alfavox, in his presentation: The Future is NOW - customer care & employee care disruptive transformation.
"We are facing a digital transformation, where 85 % calls today will become 30 % tomorrow. The future BPO has modern workplaces, no call centers. Also, scalable IT with full set of applications offered as services; multi skilled & multi language agents and is based in a close cooperation network, with highly professional communication.", Andreas Fleschurz - Owner & Director, Wir Kunde
"European BPO is the future because people here are thinkers, with very high orientation of customers’ success. Nurture such behaviors, let them think different, have ideas. Help them grow and they will help you grow.", Ron Haimovich - Vendor Manager, eBay
European BPO Forum was made possible with the valuable support of our partners: Five9 – Accelerate Partner, Austrian Airlines – Airline Partner, DHL – Logistic Partner, Alfavox – Start Sponsor, Outsource Magazine, Embassy of Romania in the Republic of Austria, Pro Progressio, Outsourcing Verband, IAOP – Strategic Partners, Wir Kunde, Optima Solutions Services, Enel Romania – Supporting Partners.
The conference media partners were: Contact Management Magazine, Call Center Profi, CEO World Magazine, Call Center Verband, Outsourcing Journal, Outsourcing Portal International, Call Center Forum Poland, Outsourcing & More, CluJ IT. You can see the photo album on Facebook and follow the event also on LinkedIn.
The next forum edition will take place on October 17th, 2017. Early bird registrations benefit from special discount fees. For more information about conference participation terms, sponsorship and speaking opportunities, please contact us via mobile: +40 749 47 45 49 or e-mail: [email protected].
For more info, please visit our site at: http://www.europeanbpoforum.com/
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