In this episode, Miriam provides a comprehensive market forecast for the BPO industry, identifying key growth drivers and next-generation services shaping the market's future. She discusses the critical role of cost-cutting and the importance of omnichannel communications in maintaining competitive advantage. The episode highlights technological advancements and the significance of Fiji's education partnerships. Miriam explores the strategic shift towards higher-value BPO services and the integration of AI in contact center analytics. Best practices for managing a hybrid workforce are shared. The episode wraps up with a conclusion and a reminder to subscribe for more insights.

(0:00) Intro and market forecast

(0:29) Growth drivers and next-gen services in the BPO market

(1:29) Cost-cutting and importance of omnichannel communications

(2:15) Technological advancements and Fiji's education partnerships

(3:26) Strategic shift to higher-value BPO services

(4:33) AI in contact center analytics and recommendations

(7:03) Best practices for hybrid workforce management

(10:07) Conclusion and subscription reminder