The BPO Podcast

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Join Miriam each episode as she breaks down the latest trends, tips, and industry happenings to help you optimize your BPO center and attract more buyers.

  1. AI Innovations in BPO: Transformations, Virtual Assistants, and Strategic Implementation

    05/08/2025

    AI Innovations in BPO: Transformations, Virtual Assistants, and Strategic Implementation

    In this episode, Miriam examines the recent partnership between NICE and ServiceNow and its implications for the BPO industry. She highlights the growing importance of AI and automation, predicting a significant transformation in AI-driven call centers by 2026. The discussion includes how AI can address technical debt within BPOs and its strategic application in operations. Miriam also explores the design and integration of virtual assistants in BPO settings. The episode concludes with a wrap-up and a reminder to subscribe for more insights.

    12 min
  2. Navigating BPO Growth: AI, Hybrid Workforces, and Strategic Innovations

    05/07/2025

    Navigating BPO Growth: AI, Hybrid Workforces, and Strategic Innovations

    In this episode, Miriam provides a comprehensive market forecast for the BPO industry, identifying key growth drivers and next-generation services shaping the market's future. She discusses the critical role of cost-cutting and the importance of omnichannel communications in maintaining competitive advantage. The episode highlights technological advancements and the significance of Fiji's education partnerships. Miriam explores the strategic shift towards higher-value BPO services and the integration of AI in contact center analytics. Best practices for managing a hybrid workforce are shared. The episode wraps up with a conclusion and a reminder to subscribe for more insights.

    11 min
  3. Driving BPO Growth: Tech Advancements, Workforce Strategies, and Global Opportunities

    05/06/2025

    Driving BPO Growth: Tech Advancements, Workforce Strategies, and Global Opportunities

    In this episode, Miriam delves into the growth trajectory of the BPO industry and the pivotal role advanced technologies play in its expansion. She explores market expansion factors and opportunities, emphasizing the importance of contact center automation for gaining a competitive edge. Workforce management and its impact on ROI are discussed, along with strategic planning to mitigate agent burnout and attrition. A case study on Auto Trader's savings through Genesys Cloud is presented. The episode also highlights the empowerment of African women in BPO careers, featuring organizations like CareerBox. The episode concludes with a summary and sign-off.

    13 min
  4. Optimizing Omnichannel Strategy: Insights on AI, Tools, and Agent Well-Being

    05/05/2025

    Optimizing Omnichannel Strategy: Insights on AI, Tools, and Agent Well-Being

    In this episode, Miriam explores the growing importance of omnichannel contact centers in the BPO industry. She is joined by Ryan Yee from Vonage, who discusses trends in omnichannel integration and personalization. Miriam provides insights into implementing an effective omnichannel strategy, highlighting essential tools and current trends in automation and AI. The episode also addresses the challenge of high attrition rates, emphasizing the need to prioritize agent well-being in BPOs. The episode concludes with a summary and sign-off.

    9 min
  5. Evolving BPO Dynamics: From Mindset Shifts to AI and Cloud Transformations

    05/02/2025

    Evolving BPO Dynamics: From Mindset Shifts to AI and Cloud Transformations

    In this episode, Miriam examines the evolving demands and mindset shifts within the BPO industry. She discusses the need to rethink enterprise-provider relationships and redefine success metrics. The importance of selecting the right enterprise contact center solution is highlighted, with a focus on the implementation of cloud-based CCaaS platforms. Miriam also explores the integration of AI technologies, including the rise of ChatGPT, and emphasizes the importance of AI understanding for BPO professionals. The episode concludes with a sign-off and a reminder to subscribe for future insights.

    11 min
  6. Modernizing Workforce Tools: Efficiency Gains and Cloud-Native Trends

    05/01/2025

    Modernizing Workforce Tools: Efficiency Gains and Cloud-Native Trends

    In this episode, Miriam tackles the common frustrations with outdated workforce management tools and the advantages of modernizing them. She discusses how to identify if current tools are limiting performance and the benefits of using dynamic solutions. A case study on Nationwide's transition to Calabrio is presented, showcasing how it improved efficiency. The trend towards integrated, cloud-native solutions is explored, with an encouragement to embrace these advancements. The episode concludes with closing remarks and a reminder to subscribe for more insights.

    7 min
  7. Exploring BPO Trends: AI Experiences, Market Growth, and Industry Consolidation

    04/30/2025

    Exploring BPO Trends: AI Experiences, Market Growth, and Industry Consolidation

    In this episode, Miriam delves into the latest developments in the BPO industry, beginning with the launch of Five9 Fusion for Salesforce and its role in enhancing AI-driven customer experiences. She provides an analysis of Firstsource Solutions, offering strategic recommendations based on current market dynamics. The episode also examines SinglePoint Group International's recent acquisition and the broader trends of industry consolidation. Additionally, Miriam explores growth trends within the Healthcare BPO market, highlighting key opportunities and challenges. The episode wraps up with a summary and sign-off.

    10 min
  8. AI and Cloud Innovations: Transforming BPO and Customer Engagement

    04/29/2025

    AI and Cloud Innovations: Transforming BPO and Customer Engagement

    In this episode, Miriam explores the transformative role of generative AI in retail and consumer goods, focusing on its impact on BPO professionals. She discusses scalable data architectures and the influence of AI and cloud technologies in the industry. Insights include Wipro and Discover Home Loans' digital transformations and flexible digital models in the mortgage sector. Miriam covers agentic AI in contact centers and a Fibrus case study on cloud solutions in customer service. The episode highlights the significance of AI and cloud-based solutions in BPO, featuring ibex's AI-driven customer engagement tools, and concludes with a call to adopt AI-driven solutions and a subscription reminder.

    13 min
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About

Join Miriam each episode as she breaks down the latest trends, tips, and industry happenings to help you optimize your BPO center and attract more buyers.

Information

  • Creator
    Monitask
  • Years Active
    2K
  • Episodes
    44
  • Rating
    Clean
  • Copyright
    © Copyright 2025 Monitask
  • Show Website
    The BPO Podcast