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ArvatoConnect CEO Debra Maxwell on AI Transformation in High-Churn BPO Operations
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ArvatoConnect CEO Debra Maxwell on AI transformation in high-churn BPO operations
The BPO sector lies at the frontier of AI driven business transformation. It has always been a labour-intensive industry that has, more recently, increased revenue margins by offshoring much of its workforce since the 1990s. A subsequent nearshoring trend was exacerbated by the Covid-19 pandemic and then quickly followed by the early introduction of AI driven automation. Just as the industry had faced the labour arbitrage of offshoring, the BPO …
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