In this episode, Miriam provides an overview of AI's transformative role in enhancing customer experience within contact centers. She identifies the signs and impacts of relying on outdated contact center technology and discusses the importance of inclusivity in customer support through innovative solutions. The episode highlights Singapore's increasing influence in the BPO market and examines the advanced technologies shaping the industry's future. Miriam also explores the rise and integration of Global Capability Centers, offering insights into their significance in the BPO landscape. The episode concludes with a summary and sign-off, encouraging listeners to keep abreast of industry changes.

(0:00) Introduction and episode overview

(0:30) AI's role in enhancing customer experience in contact centers

(2:41) Signs and impacts of outdated contact center technology

(5:15) Inclusivity in customer support through innovative technology

(7:41) Singapore's growing influence in the BPO market

(9:13) Advanced technologies shaping the BPO industry

(10:15) The rise and integration of Global Capability Centers

(12:22) Episode conclusion and sign-off