In 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 landscape.

(0:00) Introduction to the episode

(0:27) Interview with Thomas Mackenbrock and the impact of AI on the BPO industry

(3:12) Transforming contact centers and key performance metrics

(4:22) Industry trends: Automation, AI, and actionable takeaways

(5:29) Growth and opportunities in the Middle East and Africa BPO market

(7:33) Conclusion and sign-off