In this episode, Miriam examines the role of the Philippines' BPO sector in driving economic growth, highlighting the importance of infrastructure and human-capital investments. She delves into the healthcare BPO market, discussing its growth and the challenges it faces. Miriam also explores Africa's emerging BPO market, identifying opportunities and potential barriers. The episode features a sponsorship segment on Centrical's AI-driven tools for BPO optimization. Additionally, Miriam presents a UK Home Office case study in partnership with Genesys, showcasing real-world applications. The episode discusses trends in AI-enhanced contact centers and their impact, concluding with closing remarks and a subscription prompt.

(0:00) The Philippines' BPO sector and economic growth

(2:17) Infrastructure and human-capital investments for BPO

(3:26) Healthcare BPO market growth and challenges

(6:17) Exploring Africa's emerging BPO market

(8:16) Sponsor: Centrical's AI-driven tools for BPO

(10:56) UK Home Office case study with Genesys

(11:48) AI-enhanced contact centers trends and impact

(13:00) Closing and subscription prompt