The rise of remote call centers is a response to the global shifts in work dynamics and also a strategic move towards an agile and efficient customer support model. The question for businesses today isn’t whether to adapt to this change but how to do it successfully. This statistic signify a numerical surge and underlines a fundamental shift in how businesses reimagine customer interactions.

While subject matter experts (SME) are always in high demand among KPO services, BPO and other related businesses too can benefit significantly from them. An SME in BPO provides much-needed expertise to efficiently carry out a business function and helps with the smooth transfer of knowledge within the company. As a call center, contact center, or BPO provider, if you’re considering dedicated SMEs for your team, this article is for you.

Your call center is likely your last line of defense to a customer potentially leaving for the competition. Here’s how to achieve the best possible call center results.