In this episode, Miriam explores the growing importance of omnichannel contact centers in the BPO industry. She is joined by Ryan Yee from Vonage, who discusses trends in omnichannel integration and personalization. Miriam provides insights into implementing an effective omnichannel strategy, highlighting essential tools and current trends in automation and AI. The episode also addresses the challenge of high attrition rates, emphasizing the need to prioritize agent well-being in BPOs. The episode concludes with a summary and sign-off.

(0:00) Introduction and overview of omnichannel contact centers

(0:57) Ryan Yee from Vonage on omnichannel integration and personalization trends

(2:28) Implementing an effective omnichannel strategy with essential tools

(3:58) Trends in automation, artificial intelligence, and tool implementation

(5:39) Tackling high attrition rates and prioritizing agent well-being in BPOs

(7:59) Conclusion and sign-off