In this episode, Miriam explores the role of business process outsourcing (BPO) in government sectors, focusing on outsourcing approaches and fiscal responsibility. She debunks misconceptions and discusses the impact of low-cost bidding, dialogue, and risk allocation in BPO partnerships. Miriam emphasizes the need for training and AI collaboration in contact centers, promoting continuous learning and AI integration. The episode covers AI-human synergy in customer interactions and the four pillars of cloud contact center integration. Miriam also touches on Guyana's BPO challenges and Fiji's BPO growth potential. The episode wraps up with closing remarks and a subscription reminder.

(0:00) Introduction to the evolving role of business process outsourcing in government

(0:26) Government approaches to outsourcing and fiscal responsibility

(1:25) Misconceptions and impact of low-cost bidding in outsourcing

(2:18) Dialogue and risk allocation in BPO partnerships

(3:24) Assessments and governance for effective BPO partnerships

(3:49) Training and AI collaboration in contact centers

(6:15) Continuous learning and AI tools integration

(7:09) AI-human harmony in customer interactions

(7:53) The four pillars of the cloud contact center and digital integration

(11:07) Guyana’s BPO industry challenges and talent retention strategies

(13:19) Fiji’s BPO village and sector growth potential

(15:46) Closing remarks and subscription reminder