For sixteen years as an analyst, I’ve been hearing one constant refrain from business process outsourcing (BPO) and contact center systems companies: at the end of the day, it’s all about people. Even in the face of exponential technological change, AI, and automation, it’s been said clearly and insistently – it’s still about people. Well, as I suggested in a piece on February 29 (which now seems a very long time ago), we’ve entered a new reality. Now it truly is all about pe