In this episode of GTM Innovators, we sit down with Scott Newman, Chief Strategy Officer at OneSource, to explore how AI is fundamentally transforming the BPO industry. Scott shares how OneSource is leveraging its platform, CalibrAIte, to move beyond traditional contact center operations—empowering frontline agents, automating coaching and QA processes, and generating the structured data companies need to truly adopt AI. From real-time feedback loops to global scalability, Scott offers actionable insights and hard-won lessons on what it really takes to innovate in one of the most human-centric corners of the business world.