Adaego Ononuju — How digital solutions are changing outsourcing?
As the economy constantly evolves, new opportunities and challenges always arise, making the business world fast-paced. According to Adaego Ononuju, a growing number of disruptions and obstacles to growth are being faced by companies around the world as the digital revolution reshapes customer behavior and demands.
Outsourcing certain aspects of a company — for example, customer service — allows companies to re-energize their workforce and focus on their core business. Despite the growing demand for outsourcing, outsourcers face their market challenges. Chatbots are fast becoming the new normal in customer service as automation and digital disruptions change the face of the industry.
The chatbot, a tool that uses artificial intelligence (AI) to connect with customers, has now become a popular online tool and has the potential to revolutionize customer service. Despite this, many customers prefer to converse with another human being about their problem or query rather than relying on a chatbot.
Ahead of the curve
The digital change has had a profound effect on the outsourcing company and will continue to shape the sector in the years to come. Outsourcing has become more competitive due to technological advances, which have changed how companies approach their work and how they compete. Outsourcers must understand their client’s needs and expectations to create an engaging and omnichannel customer experience nowadays.
As a result of new competition from chatbots and other automated processes, customer service providers have seen a drop in inbound and outbound calls. As a result of this growing trend, outsourcers have had to invest in new channels and services in an ongoing effort to stay relevant and profitable.
According to Njideka A Ononuju, outsourcers must also be more proactive and innovative as the outsourcing industry becomes more complex, and they must also be willing to invest in new technologies such as machine learning and data analytics. In addition, outsourcing companies must adapt their approach and outlook to the globalization of the world as it becomes more interconnected.
