With rising labor costs, a skills gap, and the “great resignation,” human capital management is a strategic imperative. It is no longer just about back-office functions but about talent retention and increasing productivity while keeping costs down. Vendors are responding to these challenges by developing new capabilities such as self-service to reduce time on administrative tasks and artificial intelligence to automate processes and make personalized recommendations to employees, managers, and HR staff.

An increasingly global workforce, more demanding customers, and the rapid growth of cloud computing are all combining to make organizations more reliant on networks. The pandemic accelerated that trend as organizations needed to ramp up their work-from-home capabilities with cloud-based collaboration tools and increased mobility. As networks become more important and more complex, there is pressure to bring in more outside help to manage elements of those networks. This Research Byte summarizes our full report on Network Operations Outsourcing Trends and Customer Experience.