Rethinking Contact Center Outsourcing (BPO) in the Age of AI

Advice from a Call Center Geek!

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In this episode of Advice from a Call Center Geek, we take you into the keynote speech that Tom gave at the Google Complex in Boulder Colorado to a group of contact center outsourcing company leaders which was sponsored by NICE, Google, and Outsource Consultants.
We've transitioned Expivia from just being a "contact center outsourcer" to embracing our role as a "CX technology partner" and give the full case study about this in this episode.
The shift in perspective?
It's not just about answering calls and chats anymore; it's about leveraging technology to enhance customer experience.
Key takeaways:
• Adapting to Change: Reframing our identity alleviates the fear that comes with evolving business landscapes.
• Tech Investments Then: It used to be about direct ROI and customer value for each tech buy.
• Tech Investments Now: We view technology holistically. Not every tool will promise immediate ROI, but together, they drive value and competitive advantage.
• The Reality of Agent Assist: While I grapple with its direct profitability, it's undeniable that it's becoming an industry norm, crucial for winning new business.
As we continue this journey, our focus remains: Balancing tech investments to ensure both our growth and enhanced customer value.
If you are a BPO, 2024 will be a huge year to think through these changes.
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.

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Chapters

1. Call Centers Improve With Chrome OS (00:00:00)

2. Evaluating Technology ROI and Revenue Generation (00:11:25)

3. Automated QA Scoring and Discord Integration (00:22:40)

4. Analyzing Sentiment Scores and Customer Experience (00:28:12)