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Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All

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Manage episode 427916249 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons.

In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs.

Don’t let the title fool you, this episode is essential for anyone running a contact center.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

Chapters

1. Evolution in Contact Center Outsourcing (00:00:00)

2. Revolutionizing Outsourcing With AI Tools (00:04:12)

3. Advancing Contact Center Technology and Integration (00:18:56)

4. Outsourcing and AI Strategy Discussion (00:28:12)

241 episodes

Artwork
iconShare
 
Manage episode 427916249 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

Send us a text

The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons.

In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs.

Don’t let the title fool you, this episode is essential for anyone running a contact center.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

Chapters

1. Evolution in Contact Center Outsourcing (00:00:00)

2. Revolutionizing Outsourcing With AI Tools (00:04:12)

3. Advancing Contact Center Technology and Integration (00:18:56)

4. Outsourcing and AI Strategy Discussion (00:28:12)

241 episodes

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