In 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 overview

(1:36) AI's impact on customer experience

(2:41) Workforce management in BPO

(5:00) Trends in indirect procurement BPO

(7:11) Cloud BPO market insights

(9:14) Healthcare BPO services evolution

(11:25) Episode conclusion