The BPO call center industry is undergoing a major transformation due to AI. AI can automate tasks, improve agent productivity, and enhance customer satisfaction. BPOs that embrace AI will be well-positioned to thrive in the future. Are traditional BPO call centers a thing of the past?
In a recent episode, we had the pleasure of interviewing Jim Radzicki, President of GMI, a global outsourcing company, former CIO of the Valor Global, a BPO focused on the Telcos, Healthcare, and Tech sectors, and the former CTO of Telus International, a divesified BPO with over 50,000 agents. Jim brings a wealth of experience from the BPO industry, having started his career as a call center agent and rising to the C-Suite in some of the world’s largest call center BPOs.
How AI will Transform Contact Centers in the Next 5 Years
Three predictions, for contact center executives to consider, on how AI will shape the future of contact centers
Here are some takeaways
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BPO call centers are increasingly adopting AI solutions such as call summarization to agent assists platforms.
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AI can improve agent productivity and customer satisfaction by providing real-time guidance and automating tasks.
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BPOs can leverage their expertise to train AI models and offer new services such as data anotation.
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AI will not replace human agents, but it will change the way they work.
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The key to successful AI implementation is to start small and scale gradually.