Leadership Conversation / 22.10.2020

Building the BPO of the Future with Mike Small, CEO of Sitel Americas

Episode 6 - Mike Small, Sitel Americas

With the influx of calls coming into contact centers in 2020, outsourcing your inbound and outbound calls is critical to your business. That is where a BPO-scaled contact center comes into play and can help your customer experience goals.

On episode 6 of the Conversations that Matter podcast, special guest host Umesh Sachdev, Co-Founder and CEO of Uniphore, chatted with Mike Small, CEO of Sitel Americas.  The Sitel Group (parent company of Sitel Americas) is a global leader in customer experience management with a team of over 90,000 associates around the world and one of the top BPOs globally.

On the podcast, Mike explains how, by capitalizing on ever-evolving technology such as AI and automation, the BPO (business process outsourcing) industry can help organizations optimize their brands no matter the scale.

The BPO of the Future

“The BPO of the future,” he says, “is truly an integrative platform.”

The podcast included conversations about:

  • Ways the customer experience industry has evolved over the years
  • The biggest myth around the BPO industry
  • How AI and automation impact the BPO industry today and potentially in the future
  • Advice for contact center agents to excel in CX
  • Becoming a better customer service operations manager

For more information about Uniphore and Sitel, go to our recent blog post.

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The Power of CX is the Front-Office:

Timestamps from the conversations:
2:24 – 4:27 Who is Sitel, Mike’s role, and Sitel values
4:54 – 8:07 How has your business been affected by the pandemic?
8:17 – 9:57 How have your customers been affected?
9:56 – 12:23 How has the customer experience industry evolved over the years?
12:25 – 13:37 The biggest myth of the BPO industry
13:43 – 17:25 Is AI and automation hype or real?
17:26 – 21:26 What will the BPO industry be 5 to 10 years out? An Integrated platform.
21:27 22:48 Contact center agent advice: Choose a company that you can be authentic.
22:49 – 25:01 Contact center agent advice: Look at the culture of the company and make sure you have a voice.
25:19 – 28:08 Advice for the travel, retail, hospitality industry – don’t standstill.
28:11 – 31:31 What’s behind this post – Sitel Heroes
31:32 – 35:45 Rapid-fire with Mike Small
35:48 – 36:07 Best way to connect with Mike Small and the Sitel Group

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