According to Genesys CEO Tony Bates, the blended approach will thrive despite the industry projections of automation completely overturning human interactions.
With President Rodrigo Duterte recently signing a temporary prohibition on the approval of applications in the economic zones in Metro Manila in favor of provincial ecozones, there is a growing concern within the industry.
Future-proofing the Philippine workforce ? especially in the BPO industry ? requires collaboration between the government and the sector itself. But the most crucial by far is the willingness of the workers to upgrade their skills.
