In this episode, Miriam provides an overview of the projected growth and current landscape of the BPO market, highlighting key trends and challenges shaped by digital transformation. She explores the local impact of Sterling Customer Experience and how they leverage talent to drive success. The discussion includes the themes of adaptability and innovation, with a focus on Ghana's emergence in the BPO sector. Miriam highlights the role of Voice AI and cloud technologies, featuring insights from SHL's transformation of its contact center with Vonage. The episode also includes a segment on Assembled's CX Leader’s Playbook for a Voice AI webinar, and concludes with final thoughts and a sign-off.

(0:00) Introduction to the episode

(0:26) Projected growth and current landscape of the BPO market

(1:29) Digital transformation, future trends, and industry challenges

(2:57) Sterling Customer Experience's local impact and leveraging talent

(4:13) Adaptability, innovation, and Ghana's BPO sector emergence

(6:51) Sponsor: Assembled's CX Leader’s Playbook for Voice AI webinar

(8:10) Voice AI and cloud technologies in BPO

(9:18) SHL's cloud-based contact center transformation with Vonage

(11:35) Conclusion and sign-off