In this episode, Miriam addresses the challenge of unifying customer service while overcoming outdated systems in BPO centers. She evaluates different service models and discusses ways to enhance agent performance. Key metrics and strategies for optimizing call center performance are explored, alongside the rise of AI and its impact on productivity in contact centers. Miriam highlights the importance of building and leveraging effective outsourcing partnerships and examines current industry trends, including the need for upskilling in the BPO sector. The episode concludes with a summary and sign-off.

(0:00) Introduction to unifying customer service and overcoming outdated systems

(1:25) Evaluating and enhancing BPO service models and agent performance

(4:05) Key metrics and strategies for call center performance optimization

(4:55) The rise of AI in contact centers and its impact on productivity

(7:47) Building and leveraging outsourcing partnerships

(9:07) Industry trends and upskilling in the BPO sector

(11:44) Conclusion and sign-off