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Brands and BPOs alike continue to seek answers and solutions to staffing, rising costs, turnover, service disruptions and a host of other issues. Check out my latest article as I delve into some of the many challenges faced by brands and BPOs in 2021 and the major trendlines leading into 2022.

2021 BPO Trends and 2022 Expectations We initially thought that 2020 was “the” year for change and seismic shifts in the BPO industry — and it was. However, we didn’t know that 2021 would bring even bigger changes and reverberations to the BPO landscape.