How BPOs and Contact Centers Are Adapting to AI

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Dialed In

Replicant

22 episodes

4 days ago

AI is changing the way billions of consumers experience their everyday products and services. And tomorrow’s customer service blueprint is still being written. Tune in to the Dialed In podcast, hosted by Gadi Shamia, for thought-provoking conversations with industry experts on the current, and future, state of CX.

Management

Business

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Management

Business

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How BPOs and Contact Centers Are Adapting to AI

Dialed In

37 minutes 20 seconds

1 year ago

How BPOs and Contact Centers Are Adapting to AI

In this episode of Dialed In, host Gadi Shamia engages in an enlightening conversation with Ricky Arriola, CEO of Inktel and former City Commissioner of Miami Beach.

Dive into the origins of Inktel, a leader in business process outsourcing (BPO), and explore how they’ve adapted to the evolving landscape of customer service since 1997.

Ricky shares his insights on why companies outsource their customer service, the various BPO models, and how Inktel differentiates itself in the market. He also discusses the impact of AI on BPOs, how AI is transforming contact centers, and his vision for the future of the industry. Learn about the balance between AI and human touch in customer service, client responses to AI, and the evolving role of human agents.

Tune in for an engaging discussion on the evolution of customer service, the role of AI, and what the future holds for the industry.