Imagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligence (AI). How do BPOs need to adapt and evolve to stay competitive in this AI-driven landscape? That's what we're discussing in this enlightening episode, drawing insights from a seminar at the Google campus and exploring the potential of technology to revolutionize contact centers.With a focus on enhancing customer experience (CX), we delve into how technology can be a gamechanger. From backfilling headcount to reducing average handle time, we explore how becoming CX partners for clients can transform your business. We also examine how analytics can provide a deeper understanding of customer sentiment and how gamification can add value to the customer journey.Are you ready for the future of BPO technology? We discuss how BPOs need to become proficient in the latest tools to offer value to customers. From leveraging features like auto summarization and Agent Assist to understanding the impact of chat GPT and its new voice capabilities, we cover it all. We also highlight the significance of automated voice services in increasing customer engagement. Tune in, stay updated, and remain competitive in this ever-evolving industry.We're gearing up to launch OttoQA, the game-changing QA automation tailored for smaller contact centers. But here's the twist — we want you in our inner circle before anyone else. Sign up at ottoqa.com with your email, and you'll dive deep into our exclusive Discord, join insightful industry AMAs, and be first in line for beta testing when Otto rolls out. Be part of our pre-launch excitement and help shape the next big thing in QA!Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel