In this episode, Miriam explores the growth of South Africa's BPO sector and its role in job creation, emphasizing BPESA's strategic value proposition and market expansion efforts. She discusses the development of a skilled and diverse BPO workforce, highlighting the importance of aligning AI strategies with talent development. The episode includes a segment on Vaillant's efficiency boost with Vonage Contact Center, examining its impact on operations and marketing. Miriam addresses the challenges of overcoming workforce resistance to artificial intelligence and offers insights into aligning AI strategies with talent development in BPO. The episode concludes with key takeaways on AI strategy in the BPO sector.

(0:00) South Africa's BPO Sector Growth and Job Creation

(2:02) BPESA's Strategic Value Proposition and Market Expansion

(3:01) Developing a Skilled and Diverse BPO Workforce

(3:28) Sponsor: Vaillant's Efficiency Boost with Vonage Contact Center

(4:11) Vonage's Impact on Vaillant's Operations and Marketing

(5:44) Overcoming Workforce Resistance to Artificial Intelligence

(6:17) Aligning AI Strategies with Talent Development in BPO

(8:11) Episode Wrap-Up: Key Takeaways on AI Strategy in BPO