Driving BPO Growth: Tech Advancements, Workforce Strategies, and Global Opportunities
In this episode, Miriam delves into the growth trajectory of the BPO industry and the pivotal role advanced technologies play in its expansion. She explores market expansion factors and opportunities, emphasizing the importance of contact center automation for gaining a competitive edge. Workforce management and its impact on ROI are discussed, along with strategic planning to mitigate agent burnout and attrition. A case study on Auto Trader's savings through Genesys Cloud is presented. The episode also highlights the empowerment of African women in BPO careers, featuring organizations like CareerBox. The episode concludes with a summary and sign-off.
Key Points
- The global Customer Care Business Process Outsourcing market is projected to grow from 57.10 billion USD in 2023 to 85.90 billion USD by 2030, driven by a 6% compound annual growth rate.
- Automation technologies, such as self-service tools and intelligent call routing, are crucial for improving customer service, reducing costs, and fostering customer loyalty.
- The rise of women in the Business Process Outsourcing industry in Africa is transforming individual lives and reshaping gender dynamics, contributing to broader societal change and economic development.
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Transcript
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