In 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 episode

(0:29) Growth trajectory and role of advanced technologies in BPO

(1:22) Market expansion factors and opportunities for BPO professionals

(2:15) Contact centre automation and competitive advantage

(4:07) Workforce management and ROI in BPO

(5:29) Strategic planning to reduce agent burnout and attrition

(6:42) Case Study: Auto Trader's savings with Genesys Cloud

(9:34) Empowering African women through BPO careers and organizations like CareerBox

(12:00) Episode conclusion and sign-off