Shows
The BPO PodcastAI Innovations in BPO: Transformations, Virtual Assistants, and Strategic ImplementationIn 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.
(0:00) NICE and ServiceNow partnership and its impact on BPO
(2:36) The significance of AI and automation in BPO
(3:36) AI-driven call...2025-05-0811 min
The BPO PodcastDriving BPO Growth: Tech Advancements, Workforce Strategies, and Global OpportunitiesIn 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.
(0:00) Introduction to the...2025-05-0612 min
The BPO PodcastEvolving BPO Dynamics: From Mindset Shifts to AI and Cloud TransformationsIn 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.
(0:00) Introduction and episode overview
(0:29) Changing demands and mindset evolution in BPO
(2:27) Rethinking enterprise-provider relationships...2025-05-0211 min
The BPO PodcastAI and Cloud Innovations: Transforming BPO and Customer EngagementIn 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...2025-04-2912 min
The BPO PodcastAddressing Supervisor Burnout, AI in Training, and Fiji's BPO InnovationsIn this episode, Miriam addresses the pressing issue of supervisor burnout in the BPO sector, exploring AI-driven solutions to mitigate this challenge. She discusses how AI can streamline onboarding and training processes, enhancing efficiency and effectiveness in BPO centers. The episode also covers performance management and the importance of cross-functional collaboration for optimal BPO operations. Miriam highlights Fiji's innovative BPO village, examining the market opportunities it presents. The episode concludes with a summary and sign-off.
(0:00) Introduction to the supervisor burnout crisis and AI solutions
(3:13) Streamlining BPO onboarding and training with AI
(5:29) BPO performance management and cross-functional collaboration
(6:31) Exploring Fiji's pioneering...2025-04-2509 min
The BPO PodcastAI Transformations in BPO: Productivity, Insurance Growth, and Tech InnovationsIn this episode, Miriam delves into AI's transformative impact on BPO productivity and customer interactions, focusing on self-service enhancements and agent support. She discusses AI-driven access to customer data, real-time support, and integration in call center operations. Gain insights into selecting BPO partners, transforming outsourcing relationships, and insurance BPO growth. Explore regional growth, cost optimization, and healthcare BPO trends. A case study on Input For You's success with intelligent automation is featured, alongside advanced technology insights. Sponsored by Liberty on intelligent document processing.
(0:00) AI's Impact on BPO Agent Productivity
(1:05) Enhancing Customer Self-Service and Agent Assistance with AI
(2:20) AI-Driven Access to...2025-04-2415 min
The BPO PodcastGlobal BPO Insights: Philippines Growth, AI Trends, and Emerging MarketsIn this episode, Miriam examines the role of the Philippines' BPO sector in driving economic growth, highlighting the importance of infrastructure and human-capital investments. She delves into the healthcare BPO market, discussing its growth and the challenges it faces. Miriam also explores Africa's emerging BPO market, identifying opportunities and potential barriers. The episode features a sponsorship segment on Centrical's AI-driven tools for BPO optimization. Additionally, Miriam presents a UK Home Office case study in partnership with Genesys, showcasing real-world applications. The episode discusses trends in AI-enhanced contact centers and their impact, concluding with closing remarks and a subscription prompt.
(0:00) The...2025-04-2313 min
The BPO PodcastGovernment BPO Trends, AI-Human Harmony, and Global Industry InsightsIn this episode, Miriam explores the role of business process outsourcing (BPO) in government sectors, focusing on outsourcing approaches and fiscal responsibility. She debunks misconceptions and discusses the impact of low-cost bidding, dialogue, and risk allocation in BPO partnerships. Miriam emphasizes the need for training and AI collaboration in contact centers, promoting continuous learning and AI integration. The episode covers AI-human synergy in customer interactions and the four pillars of cloud contact center integration. Miriam also touches on Guyana's BPO challenges and Fiji's BPO growth potential. The episode wraps up with closing remarks and a subscription reminder.
(0:00) Introduction to the...2025-04-2216 min
UBCNews - BusinessBPO Service To Find Remote Bookkeepers: Hire Only Verified US-Educated TalentTo BPO Or Not To BPO? That Is The Question! I'm sure Shakespeare would probably object to me using that quote for this opening, but thankfully, he isn't here. In any case, business process outsourcing, otherwise known as BPO, is a practice that is now so widespread that well over 80% of Fortune 500 companies and over half of all businesses in general are using it for some purpose. This brings us back to the very important question at hand: is BPO right for your company?
For now, I'll answer that question with more questions. Do you deal with...2025-04-2103 min
The BPO PodcastAI in Call Quality, F&A Regulations, and Pharma BPO GrowthIn this episode, Miriam delves into the use of AI in call quality monitoring, emphasizing its role in aligning with customer care priorities. She discusses best practices and the benefits of implementing AI-driven call quality monitoring systems. The episode also covers recent government regulatory changes and emerging trends in the Finance and Accounting BPO market. Miriam explores the growth and strategic developments within the Pharmaceutical BPO sector, highlighting key industry movements. Additionally, she discusses the inauguration of a new BPO office in Nava Raipur, examining strategic location choices. The episode wraps up with a conclusion and a reminder for listeners...2025-04-2112 min
Good Morning BSS World#121 BPO in Africa – vol. 4Welcome to episode 121 of Good Morning BSS World! I'm your host, Wiktor Doktór, and today, we’re heading back to Africa for an in-depth update on one of the most dynamic and rapidly evolving regions in the global BPO and GBS landscape.My guest is the ever-insightful Rod Jones — a BPO veteran and passionate advocate for Africa’s role in the global services industry. In our fourth conversation on this topic, Rod delivers a comprehensive overview of developments happening across Southern, Western, Eastern, and Northern Africa.Highlights include:The rapid expansion of the...2025-04-1823 min
The BPO PodcastAI in BPO, Healthcare Dynamics, and Insurance Market TrendsIn this episode, Miriam introduces the integration of AI in BPO and its impact on conversation intelligence, discussing AI's role in enhancing customer interactions and current BPO trends. She examines the growth and dynamics of the healthcare BPO market and highlights AIDEC Digital's expansion in Ghana's BPO sector. The episode also covers the insurance BPO market, focusing on forecasts and technological advancements shaping the industry. Miriam concludes with a summary of key insights, encouraging listeners to stay engaged with the evolving BPO landscape.
(0:00) Introduction to AI in BPO and Conversation Intelligence
(1:24) AI's Role in Customer Interactions and BPO Trends
(2:41) Healthcare...2025-04-1609 min
The BPO PodcastGhana's BPO Growth, Tech's Role, and Healthcare Market TrendsIn this episode, Miriam delves into Ghana's emergence in the global BPO market, offering insights into the country's digital and BPO landscape. She highlights AIDEC's growth and discusses Africa's potential in the BPO industry. The episode also examines SumUp's success with Five9's call containment solutions and the role of technological advancements in shaping BPO services. Miriam explores trends and opportunities within the healthcare BPO market, providing valuable perspectives for industry professionals. The episode wraps up with closing remarks and a reminder for listeners to subscribe for more industry insights.
(0:00) Ghana's emergence in the global BPO market
(1:02) Insights on Ghana’s...2025-04-1508 min
The BPO PodcastBPO Market Dynamics, Tech Trends, and Geographic Growth InsightsIn this episode, Miriam provides an introduction and overview of the BPO market's growth, discussing the key dynamics and shifts in BPO services that are shaping the industry. She examines geographic growth trends and the significant role technology plays in the evolution of BPO. The episode features segments from sponsors, including iplicit's new Client Manager and babelforce's voice capabilities for Zendesk AI, highlighting their contributions to the sector. Miriam concludes with insights into the implications for BPO professionals, offering closing remarks and encouraging listeners to stay informed on industry developments.
(0:00) Introduction and overview of BPO market growth
(0:27) Key dynamics and...2025-04-1408 min
The BPO PodcastTDCX Acquisition, eNPS Insights, and Emerging BPO HubsIn this episode, Miriam discusses TDCX's acquisition of Open Access BPO, examining market projections and the strategic significance of this move. She provides an overview of TDCX and Open Access BPO, highlighting implications for industry professionals. The episode delves into how digital transformation is reshaping BPO contracts and services, and explores AIDEC Digital's new BPO center, shedding light on Ghana's market potential. Miriam also covers Hyderabad's rise as an AI hub and its global implications. The discussion includes insights on understanding and improving Employee Net Promoter Score (eNPS), focusing on techniques and benefits of effective measurement. The episode concludes with...2025-04-0814 minUBCNews - BusinessLearn About BPO Careers In The Philippines: English-Speaking Roles & SalariesThinking about a career in the BPO industry in the Philippines? Whether you're just getting started or you're looking to advance in your career, knowing what roles are available - and what they really pay - can make all the difference. T-TEC simplifies your research process with a new report that breaks everything down, from job types and salary expectations to lifestyle perks and career growth opportunities.
T-TECK's report Jobs in the Philippines for English Speakers: Role Types & Salary Expectations explains that the Philippines has become a central hub for Business Process Outsourcing (BPO) and now offers...2025-04-0803 min
The BPO PodcastCape Town's Skills Incubator and Global BPO Growth InsightsIn this episode, Miriam delves into Cape Town's new skills incubator, emphasizing the significance of developing skills pipelines for the BPO industry. She discusses the expansion and strategic importance of the incubator in enhancing Cape Town's BPO landscape. The episode also covers TDCX's acquisition of Open Access BPO and examines global market growth projections. Miriam addresses the challenges of enhancing BPO agility, focusing on talent attraction and retention. She explores initiatives by the Finance Ministry and revisits HR strategies within the BPO sector. The episode concludes with insights into BPO market valuation and the factors driving its growth, alongside integration...2025-04-0709 min
The BPO PodcastAutomation in Africa's BPO: Challenges, Opportunities, and GrowthIn this episode, Miriam explores the dynamics of Kenya's BPO market, focusing on the risks posed by automation. She examines how automation impacts customer experience roles and discusses AI integration within Africa's BPO sector. The conversation shifts to the importance of upskilling to mitigate job vulnerability due to automation. Miriam highlights the challenges and opportunities for women and youth in the BPO industry and examines Ghana's growth trajectory in the sector. The episode also covers global BPO destinations and the significance of strategic partnerships. The discussion wraps up with concluding remarks and a subscription reminder for listeners seeking more insights.
(0:00...2025-04-0408 min
The BPO PodcastBPO Innovations: AI, Cloud Transformation, and Global Market TrendsIn this episode, Miriam examines HCLTech's impact on the BFSI sector, focusing on innovations and cloud transformation. She discusses AI implementation challenges in BPO, exploring trends, ethics, and strategic integration. The episode covers the BPO services market's growth due to digital transformation and globalization. It also looks at UK contact center regulatory changes and the effects of wage and national insurance adjustments. Miriam highlights technology investments and tax incentives boosting BPO growth in Iloilo City, Philippines. Don't miss out—subscribe for more insights!
(0:00) Introduction and HCLTech's Impact on BFSI
(1:12) Innovations and Cloud Transformation in BFSI
(2:18) BPO Professionals and AI Implementation Ch...2025-04-0214 min
Off The Record with Ann KristineKhate: "Discipline Ang Malaking Naitulong Sa Akin Ng BPO."Khate shares her experiences and challenges throughout her career in the BPO industry. Starting as a call center agent in April 2009 (take note: pinuwersa siya ng kapatid niya), Kate details her journey through different companies, the pressures she faced, and her eventual transition to freelancing in 2018 (pinuwersa din siya ng kapatid niya!). She highlights the importance of discipline, the impact of peer pressure, and valuable lessons she learned.00:00 Introduction and Early Career01:32 First Call Center Experience02:22 Challenges in the Second...2025-04-0234 min
The BPO PodcastAI in Customer Service, Contact Center Transformation, and BPO Market StrategiesIn this episode, Miriam introduces the role of AI in customer service, highlighting initiatives by Hinduja Global Solutions. She discusses the economic recovery within the BPO sector, emphasizing collaboration and impact sourcing. The transformation of contact centers is explored, focusing on trends such as centralization, multichannel support, and data insights. Miriam examines how contact centers contribute to brand management and revenue growth. The episode also delves into RPSG Ventures' growth and market strategy within the BPO landscape. It concludes with actionable insights for BPO professionals and closing thoughts, providing a comprehensive overview of current industry dynamics.
(0:00) Introduction to AI in...2025-03-3108 min
The BPO PodcastGlobal BPO Trends: AI, Healthcare, and Strategic PartnershipsIn this episode, Miriam delves into the growth of Key Customer Management BPO, highlighting the driving factors and future trends in automation and AI. She examines critical aspects of data security, compliance, and customer engagement within the BPO sector. The episode also focuses on the surge in healthcare vendor management BPO, discussing market segmentation and key players. Miriam explores AIDEC Digital's new BPO center in Ghana and the broader BPO trends in Africa, emphasizing the importance of strategic partnerships. The Jamaican BPO trade mission and global networking opportunities are discussed, followed by key takeaways for BPO professionals. The episode concludes...2025-03-2811 min
The BPO PodcastGenerative AI in BPO: Opportunities, Challenges, and Market TrendsIn this episode, Miriam explores the dual nature of generative AI as both a threat and an opportunity for the BPO sector, particularly in customer experience and chatbots. She examines the challenges and opportunities that generative AI presents, highlighting the importance of embracing disruption. The episode delves into industry trends such as automation and integrated systems, and the role of global capability centers in India's BPO landscape. Miriam also discusses the growth of the cloud BPO market and the expansion and challenges within healthcare BPO, offering insights into innovations and growth opportunities. The episode concludes with closing remarks and a...2025-03-2711 min
The BPO PodcastAI Innovations, Squadstack's Model, and BPO Growth in Ghana and BeyondIn this episode, Miriam introduces the innovative use of artificial intelligence in the BPO sector, highlighting Squadstack's unique model. She discusses the impact of AI-driven hyper-personalization on the industry, offering insights into its transformative effects. The launch and significance of AIDEC Digital's new BPO Centre in Ghana are explored, illustrating regional advancements. Miriam also examines Logix BPO's growth, diversification, and strategic planning, emphasizing its role in the broader BPO landscape. The episode wraps up with closing remarks and a concise summary of the key points discussed, providing a comprehensive view of the evolving BPO industry.
(0:00) Introduction to artificial intelligence in...2025-03-2607 min
The BPO PodcastAI Impact, Contact Center Transformation, and BPO Growth in Middle East and AfricaIn this episode, Miriam introduces the topics of discussion, beginning with an insightful interview with Thomas Mackenbrock about the transformative impact of AI on the BPO industry. The conversation shifts to transforming contact centers and the significance of key performance metrics in optimizing operations. Miriam delves into current industry trends, focusing on automation and AI, and offers actionable takeaways for BPO professionals. The episode also explores the growth and emerging opportunities in the Middle East and Africa BPO market. The discussion concludes with a summary of the key insights and a sign-off, providing a comprehensive overview of the evolving BPO...2025-03-2408 min
The BPO PodcastWorkforce Innovation, Healthcare Trends, and Strategic Growth in BPOIn this episode, Miriam delves into the revolutionizing of workforce management and scheduling within the BPO sector, highlighting innovative approaches and their implications. She examines current trends in the healthcare BPO market and the ongoing digital transformation shaping the industry. The discussion extends to the growth and sustainability of supply chain management BPO, exploring key factors driving its evolution. Projections and growth drivers for middle-office BPO services are analyzed, emphasizing emerging opportunities. Miriam also discusses the crucial role of strategic partnerships in the evolution of BPO services. The episode concludes with closing remarks and a future outlook, summarizing the key...2025-03-2109 min
The BPO PodcastBoosting Productivity, Agent Development, and Key Industry Shifts in BPOIn this episode, Miriam begins with an overview of the topics to be discussed, focusing on enhancing contact center productivity through technological integration. She explores strategies for improving agent morale and the role of automated communications in streamlining operations. The discussion then shifts to rethinking agent training and development to better equip BPO professionals. Miriam highlights Times BPO's announcement of its global expansion and considers the implications of Citigroup's strategic shift for BPO professionals. The episode concludes with a summary of the main insights and takeaways, offering a comprehensive look at current trends and developments in the BPO sector.
(0:00) Introduction...2025-03-2008 min
The BPO PodcastSouth Africa's BPO Growth, AI Strategies, and Workforce DevelopmentIn this episode, Miriam explores the growth of South Africa's BPO sector and its role in job creation, emphasizing BPESA's strategic value proposition and market expansion efforts. She discusses the development of a skilled and diverse BPO workforce, highlighting the importance of aligning AI strategies with talent development. The episode includes a segment on Vaillant's efficiency boost with Vonage Contact Center, examining its impact on operations and marketing. Miriam addresses the challenges of overcoming workforce resistance to artificial intelligence and offers insights into aligning AI strategies with talent development in BPO. The episode concludes with key takeaways on AI strategy...2025-03-1908 min
The BPO PodcastAI-Driven Innovations, Chatbot Optimization, and Workforce Management in BPOIn this episode, Miriam introduces the latest AI-powered features from Genesys Cloud, with insights from Olivier Jouve. She discusses the integration of AI tools and their impact on BPO business outcomes, focusing on maximizing chatbot effectiveness with Calabrio analytics. Key metrics and strategies for optimizing chatbot performance are explored, alongside workforce management essentials in BPO, including foundation, forecasting, and real-time monitoring. Miriam highlights Innovature BPO's achievement in the Global Outsourcing 100 and its significance. The episode concludes with a summary and sign-off, encapsulating the main insights shared throughout the discussion.
(0:00) Introduction and episode overview
(0:28) Genesys Cloud's new AI-powered features and insights...2025-03-1812 min
Good Morning BSS World#120 BPO in AFRICA. Vol.3In 120th episode of Good Morning BSS World, my guest is Rod Jones - one of the most recognized experts in the global BPO and GBS industry - for an exclusive update on Africa's fast-evolving outsourcing landscape.Rod has been a guest on the show three times, and this time, he brings fresh insights into how Africa is emerging as a global outsourcing powerhouse. The continent is witnessing incredible momentum, with governments, investors, and major industry players actively investing in job creation, impact sourcing, and digital transformation. Some...2025-03-1822 min
The BPO PodcastAI in Customer Experience, Cloud BPO Insights, and Healthcare Service EvolutionIn this episode, Miriam begins with an overview of CallMiner Outreach and its relevance to the BPO sector. She explores AI's impact on enhancing customer experience and delves into workforce management strategies within BPO operations. The episode then shifts focus to trends in indirect procurement BPO, offering insights into the evolving landscape. Miriam also provides an analysis of the cloud BPO market, examining its growth and potential. She discusses the evolution of healthcare BPO services, highlighting key changes and advancements. The episode concludes with a summary of the main points and insights shared throughout the discussion.
(0:00) Introduction and CallMiner Outreach...2025-03-1711 min
The BPO PodcastBPO Workforce Solutions, Analytics Integration, and Asia-Pacific Growth TrendsIn this episode, Miriam dives into workforce management solutions and staffing alignment, exploring forecasting, automation, and employee self-service tools to boost efficiency. She discusses using real-time data for decision-making and cost compliance. The episode features analytics integration in BPO, highlighting WNS, Kipi.ai, and the Snowflake partnership for business intelligence. Miriam also covers the technological transformation in the insurance BPO market and BPO growth in the Asia-Pacific region, including software development. She wraps up with current BPO trends and collaboration with innovation centers.
(0:00) Introduction and episode overview
(0:26) Workforce management solutions and staffing alignment
(1:16) Forecasting, automation, and employee self-service tools
(2:08) Real-time...2025-03-1412 min
The BPO PodcastExploring AI, Global Trends, and Emerging Markets in BPOMiriam delves into AI's role in quality monitoring, explores conversation analytics, and discusses AI integration in healthcare BPO. She examines global dynamics, U.S. protectionism, Botswana's market emergence, and tackles customer care growth, tech adoption, and data security challenges.
(0:00) Introduction to AI in Quality Monitoring and Customer Experience
(1:02) Conversation Analytics and Real-Time Data in BPO
(3:06) AI Integration and Healthcare BPO Market Trends
(6:08) Global BPO Dynamics and U.S. Protectionism Impact
(8:11) Botswana's BPO Market Emergence with CCI Global
(10:52) Growth and Challenges in Customer Care BPO
(13:27) Technology Adoption and Data Security in BPO
2025-03-1014 min
Good Morning BSS World#114 BPO in Africa. Vol. 1In 114th episode of Good Morning BSS World podcast, I am joined by the insightful Rod Jones to explore the dynamic and evolving world of BPO in Africa. We start by diving into Rod's extensive experience in the BPO industry, providing listeners with a solid foundation to understand how the sector has grown, particularly in South Africa.Rod shares fascinating historical context on call centers, backed by research data, before we transition into a discussion about the formation of the Federation of African BPO Associations. Together, we discuss potential venues for the Federation's highly anticipated launch conference, as...2025-01-0229 min
Teka TekaWhat AI means for Filipino BPO workersThe Philippines, a leading global destination for business process outsourcing (BPO), generates around $30 billion annually from the industry. Despite challenges like expensive and slow internet, factors like high English proficiency, cheap labor costs, and government tax incentives help maintain its competitiveness worldwide. However, the rise of artificial intelligence or AI is projected to reduce agent labor costs globally, posing challenges to the workforce.This development highlights the need for BPO workers to upskill and for call centers to offer more complex services. While AI is seen to displace some jobs, could it also present opportunities for...2024-12-1039 min
The Next Gen Call CenterHow AI Impacts the BPO Call Center IndustryThe BPO call center industry is undergoing a major transformation due to AI. AI can automate tasks, improve agent productivity, and enhance customer satisfaction. BPOs that embrace AI will be well-positioned to thrive in the future. Are traditional BPO call centers a thing of the past?In a recent episode, we had the pleasure of interviewing Jim Radzicki, President of GMI, a global outsourcing company, former CIO of the Valor Global, a BPO focused on the Telcos, Healthcare, and Tech sectors, and the former CTO of Telus International, a divesified BPO with over 50,000 agents. Jim brings...2024-06-2844 min
Good Morning BSS World#105 BPO in Africa – ZimbabweIn Episode 105 of the "Good Morning BSS World" podcast, we are joined by Zen Sithole and Kelli Barabasz from 263Hub, a dynamic company making strides in the BPO sector. Zen and Kelli dive into their respective roles within 263Hub and shed light on the company's operations both in Zimbabwe and the USA.This episode offers an in-depth exploration of Zimbabwe as an emerging business destination, highlighting its rich history, unique geography, and the challenges it faces in the global market. Our discussion begins with an overview of Zimbabwe's business environment, examining the factors that make it a compelling...2024-06-1222 min
CX FilesMatt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX CommunityMatt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter focused only on the BPO and CX community called BPO Bullhorn... Mark Hillary called Matt to talk about BPO Bullhorn and why newsletters are still a useful way to build a community. Matt also reminded Mark that he has been on the podcast back in 2021 - Mark forgot this during the introduction! Here is that earlier show... https://cxfiles.libsyn.com/cxfiles/2021-offshore-bpo-confidence-index-cognitive-copy-and-ryan-strategic-advisory Contact and Show Details: 2024-03-1440 min
The Future Workforce PodcastNavigating the BPO Odyssey: Past, Present, and Future with Derek GallimoreIn this enlightening episode of the Future Workforce podcast, our host Liam Martin engages in a comprehensive conversation with the BPO maven, Derek Gallimore. Derek Gallimore is the founder and CEO of Outsource Accelerator and is regarded as a leading expert on all things outsourcing. Derek has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. In this episode, Liam and Derek delve into the fascinating world of the Business Process Outsourcing (BPO) industry, guiding listeners through a statistical journey of its pe...2023-05-291h 03
CX PassportThe one with expanding representation & BPO partnerships - Megan Bassler VP Strategic Partnerships at OP360 E115What's on your mind? Let CX Passport know...🎤🎞️Opening career doors and building communities in “The one with expanding representation & BPO partnerships“ with Megan Bassler VP Strategic Partnerships at OP360 in CX Passport E115🎧What’s in the episode?...CHAPTERS0:00 Introduction2:44 The partnership role and OP3604:29 Jet fuel for career learning - BPO industry9:00 Expanding representation and diversity in BPO leadership12:31 Practical tips for creating Communities18:36 AI and th...2023-05-0236 min
Advice from a Call Center Geek!BPO Financial Benchmarking with Eric Crouse- Partner Kommit & Company, BPO M&A FirmIf you are a BPO owner/operator, this episode is for you. In this episode of ACG we talk about benchmarking the financial aspects of your BPO, setting up your books for maximum valuation, multiples in the market, maximizing your BPO for an exit, and so much more.Every day, contact center BPOs are focused on a large number of operational metrics or KPIs that describe how the center is performing.But that’s not the entire picture. Eric Crouse, Partner at Kommit & Company, an M&A firm that specializes in the contact cen...2023-02-2345 min
Good Morning BSS World#73 2022 Offshoring BPO Confidence Index discussed with Peter Ryan and Matt KendallGood morning, good afternoon, good evening my listeners!Here it comes! The very first episode of Good Morning BSS World podcast in 2023 and already from the very beginning IT IS VERY INTERESTING TALK.When 2022 was still not over, I have invited Peter Ryan from Ryan Strategic Advisory and Matt Kendall from Cognitive Copy, to have a deeper analysis of the 2022 Offshoring BPO Confidence Index, those gentlemen have recently created and shared with international audience. This is already the second time when offshoring and nearshoring BPO locations were analyzed by Peter and...2023-01-0337 min
BSS bez tajemnic#748 POLSKA ponownie w Indeksie Zaufania Lokalizacji BPOTo już kolejny rok kiedy Peter Ryan z Ryan Strategic Advisory oraz Matt Kendall z Cognitive Copy wypuszczają na rynek Index Zaufania do Lokalizacji Offshoringowych BPO. Tym razem więcej odpytanych firm i większa liczba odpytanych managerów i … zmiany zmiany zmiany na poszczególnych pozycjach indeksu. Zmiany te dotyczą także Polski, która ponownie znalazła się w Indeksie Zaufania Lokalizacji BPO i co więcej awansowała. Ale…No właśnie czy nasz awans jest w każdym z ocenianych siedmiu obszarów? A może jednak są takie, które wymagają sporej poprawy? O tym dowiecie s...2022-12-0719 min
Financial FuturesHelping FIs Help the World: ESG and BPOESG has become an increasingly important factor for investors over the years, but, recently, it's become a top priority for customers, and even employees, too. And with this increased pressure to be seen to be doing good, financial institutions are looking for new ways to improve their environmental, social, and governance credentials. However, finding ways to boost these efforts aren't always easy wins and organizations need help to work out where improvements can be made - and this is where transformative business process optimization can help.In this episode of Financial Futures, we learn...2022-11-2428 min
Fair DebtEpisode 21 Innovation in Remote work by utilizing offshore BPOWhat you'll learn about in this episodeOver the past 2 years the employment picture has morphed into something new, and the ARM market is facing some challenges in finding qualified candidates to fill jobs leading to a marked increase in the number of first-time outsourcers looking to offshore their customer-service, back-office and technical support functions. Many first time outsourcers have specialized needs, for instance screening of medical records, insurance claims processing, research and surveys etc. In this episode we’ll explore the evolution of this rising niche in our industry, why it wi...2022-05-1753 min
Good Morning BSS World#63 Let’s talk about BPO in Romania. Let’s talk about ValorisThe BPO World is full of great business destinations and full of great service providers. Today, I take you for the journey to Central Europe, to Romania. In episode 63 of Good Morning BSS World podcast together with my guest – Alexandra Fus, who is an Operations Manager in Valoris – we discuss about Romania as the BPO destination as well as we focus a little bit more on her company.From this episode you will find out what are the most popular cities in Romania, where the BPO centres are located. You will also know what type of BPO services are...2022-05-1023 min
BPO Night Live!Car-Chikahan: Online Dating Part 2 - Year 2 Episode 10 - BPO Night LiveTime to wrap up our Pampanga road trip, and yet another season of BPO Night Live! Our kaBEEPs share their thoughts about online dating, and give tips for those who are new to the idea. Magkakabukingan pa nga ata hahaha! It's the perfect end to a very successful roadtrip - we're glad you were there with us mga kaBEEPs!Disclaimer: All Ka-Beeps got their booster shots, and have gone thru self tests prior. Safety protocols were followed.--- Send in a voice message: https://anchor.fm/bponightlive/message2022-04-1625 min
Transform NOW152. The Next Generation of BPO and Shared ServicesOn this podcast, Brad Hairston talks with Sachin Shah and Anup Juneja of Bain & Company, who explain the latest trends in BPO and Shared Services and how this industry is going through significant reinvention.
.
Here’s what we talked with Sachin and Anup about:
* The major trends in Business Process Outsourcing (BPO) and Shared Services
* How Bain supports clients in their automation and BPO/Shared Services journey
* Exploring automation as an alternative to traditional outsourcing/offshoring
* The drive toward more agility in centralized services
* How in...2022-04-1228 minBPO Night Live!Car-Chikahan: Online Dating - Year 2 Episode 9 - BPO Night LiveLast week was such a sensory experience (wink), that this week we ended up doing what we do best: CHIKA!!! Our kaBEEPs relax in the car while talking about online dating, in our very first in-person chika session. You're free to eavesdrop while we prepare for the long trek home. Definitely one for the books! Disclaimer: All Ka-Beeps got their booster shots, and have gone thru self tests prior. Safety protocols were followed.--- Send in a voice message: https://anchor.fm/bponightlive/message2022-04-0824 minBPO Night Live!KaBEEPS @ Sky Garden! - Year 2 Episode 8 - BPO Night LiveNabitin ba kayo last week, mga kaBEEPs? Hehehe sori na... this week, bawing-bawi because we will finally get to visit the hottest Tiktok spot in Pampanga today - Sky Garden! We will walk the halls of this very Instagrammable cafe... we're glad we can show this to you (can you spell Tiktok goalz!?) PLUS we will continue to try the local fare... well, kinda! Basta, go and watch! :)Disclaimer: All Ka-Beeps got their booster shots, and have gone thru self tests prior. Safety protocols were followed.--- Send in a voice message: https://anchor.fm/bponightlive...2022-04-0124 min
Let's Talk Supply ChainOutsource Your Way To Success, with Zenov BPOToday I’m joined by Zenov BPO, a customer-centric and results-driven outsourcing business, who are laser-focused on solving their clients’ toughest challenges through their range of expert services. Zenov are dedicated to ensuring efficiency in their customers back office operations, and to delivering the best savings, by providing unmatched services in strategy, technology and operations. With expertise across industries and most business functions, they deliver transformational outcomes for a demanding new digital world. Today Joseph Wilson, Senior Director & Partner at Zenov BPO, joins me to chat all about the company: what they do; the role of o...2022-03-2843 minBPO Night Live!Eat, Pray, Drive! - Year 2 Episode 7 - BPO Night LiveTime to tour this great locale, mga kaBEEPs! Join us as we drive around Clark and take a peek at what it's like here, stop at a world-famous food haunt, and feed our souls before heading to one of the hottest spots on TikTok! It's another adventure-filled episode, so strap yourselves in and let's go! Disclaimer: All Ka-Beeps got their booster shots, and have gone thru self tests prior. Safety protocols were followed.--- Send in a voice message: https://anchor.fm/bponightlive/message2022-03-2522 minBPO Night Live!BPO Night Live in Lakeshore Pampanga! - Year 2 Episode 6 - BPO Night LiveOur kaBEEPs road trip continues this week as Gary, Apple, Lucas and Francis reach their first destination in Pampanga - Lakeshore! Finally, they take in the refreshing summer breeze by the lake... it's a must-see for anyone planning to take a quick jaunt up north!Disclaimer: All Ka-Beeps got their booster shots, and have gone thru self tests prior. Safety protocols were followed.--- Send in a voice message: https://anchor.fm/bponightlive/message2022-03-1821 minBPO Night Live!BPO Night Live Goes to Pampanga! - Year 2 Episode 5 - BPO Night LiveAlert levels are down and now we can travel once more! Our kaBEEPs Gary, Apple, Francis and Lucas have finally reunited and they're on their way to Pampanga for a quick getaway! Let's take a look at the first few chaotic hours of their epic roadtrip! Disclaimer: All Ka-Beeps got their booster shots, and have gone thru self tests prior. Safety protocols were followed.--- Send in a voice message: https://anchor.fm/bponightlive/message2022-03-1134 minBPO Night Live!KaBEEPs Game Night - Year 2 Episode 4 - BPO Night LiveNa-miss n'yo ba yung mga pa-games ng HR sa production floor? Yung tipong kahit nasa meeting room o cabin eh dinig pa rin ni customer yung tilian, sigawan at tawanan... na di mo ma-explain ke customer kung bakit ang ingay!? Hahahahaha.. well, this week our resident Employee Engagement Expert Gary will host a special Game Night for your resident kaBEEPs! Join in on the fun!!!--- Send in a voice message: https://anchor.fm/bponightlive/message2022-03-0435 minBPO Night Live!BPO Love Diaries Part 3 with Sheng, Poi and Jas - Year 2 Episode 3 - BPO Night LiveLove knows no bounds, katulad ng ating susunod na BPO Love Diary coming all the way from the British Isles! Our kaBEEPs Jas joins us to share her love experiences and how she found THE ONE... at para sa mga single dyan, learn a thing or two about self-love and love languages as we wrap up love month with this equally romantic episode!--- Send in a voice message: https://anchor.fm/bponightlive/message2022-02-2535 minBPO Night Live!BPO Love Diaries Part 2 with Sheng and Poi - Year 2 Episode 2 - BPO Night LiveThe HEARTstravaganza continues this week as Poi shares with us a page from his BPO Love Diary! AND... get to know the love language of your favorite kaBEEPS! Alamin kung sino sa kanila ang mahilig sa touch. YUN NA! Hahahahaha!--- Send in a voice message: https://anchor.fm/bponightlive/message2022-02-1824 minBPO Night Live!BPO Love Diaries with Sheng and Poi - Year 2 Episode 1 - BPO Night LiveIt's our SECOND YEAR mga kaBEEPS!!! Thank you for watching us for the past year, and we promise to give you more exciting and joy-filled episodes in 2022! And this year, to celebrate our Premiere at the start of Love Month, we're bringing out our Love Diaries written and directed (directed!?) in the BPO! But before that, let's play a game with our extra special guests Sheng and Poi! Kamay sa dibdib, let's play!!!--- Send in a voice message: https://anchor.fm/bponightlive/message2022-02-1135 min
Your Career Ladder with Rajnish VirmaniPioneer of the Indian BPO - Raman Roy Ep 02My guest in this episode is Raman Roy the pioneer of the Indian BPO industry. Raman is the Chairman and Managing Director at Quatrro BPO Solutions. Raman is a serial Entrepreneur and shares with me his secrets of success. He has pearls of wisdom that you can take away and use in your own career. If you have enjoyed this episode, like comment and follow/subscribe - it's free and why not leave a 5 star rating on Spotify. To find out more about this Podcast and the work that I do head on over to: h...2022-01-1231 min
Your Career Ladder with Rajnish VirmaniPioneer of the Indian BPO - Raman Roy Ep 02My guest in this episode is Raman Roy the pioneer of the Indian BPO industry. Raman is the Chairman and Managing Director at Quatrro BPO Solutions. Raman is a serial Entrepreneur and shares with me his secrets of success. He has pearls of wisdom that you can take away and use in your own career. If you have enjoyed this episode, like comment and follow/subscribe - it's free and why not leave a 5 star rating on Spotify. To find out more about this Podcast and the work that I do head on over to: h...2022-01-1231 minBPO Night Live!Utang Serye Part 4 with Benjie and Tin - Season 3 Episode 4 - BPO Night LiveAAAANNNNNDDDD we've come to the final part of our Utang Serye! Jusme, akala ko wala nang katapusan.. parang pangako nung mga nangutang kung kelan magbabayad - singtagal na ng Probinsyano! LOL! We're wrapping up this very animated discussion with some sound financial advice from your friendly neighborhood kaBEEPs! You don't want to miss this!--- Send in a voice message: https://anchor.fm/bponightlive/message2021-12-1029 minBPO Night Live!Utang Serye Part 3 with Benjie and Tin - Season 3 Episode 6 - BPO Night LiveIt's finally December! Have you received your 13th Month Pay, mga kaBEEPs? Hold on to your hard earned cash.. baka magaya kayo sa mga kaBEEPs natin na nabudol ng mga nangungutang!!! Our time with Mommy Tin continues this week - mukhang andami talagang utangan sa BPO ah! Let's listen in to this highly relatable and very informative (wew!) chat!--- Send in a voice message: https://anchor.fm/bponightlive/message2021-12-0323 min