Sudipta Pandey

For BPO leaders focused on customer experience and operations, the evolution from automated tools to agentic AI represents a paradigm shift. Unlike traditional AI that follows predefined rules, agentic AI systems can reason, make decisions, and take autonomous actions to achieve complex goals. This capability is revolutionizing how we approach CSAT improvement and SLA compliance. Here are seven strategic […]

In 2025, global BPOs are facing a new wave of disruption—Agentic AI. Unlike basic automation, agentic AI isn’t just about cutting costs or streamlining repetitive tasks. It’s about creating intelligent agents that can plan, decide, adapt, and execute complex workflows at scale, functioning as proactive partners rather than mere tools.​

Audience: BPO Heads, CX Heads, VPs of OperationsFocus: Moving from cost-centric operations to value-driven growth centers. For years, the BPO industry has been locked in a brutal cycle: competing on price, battling agent attrition, and struggling to meet ever-rising customer expectations across a dozen different channels. The traditional levers for efficiency have been maxed out. But a […]

As a Head of Customer Experience or Operations in the BPO industry, you’re not just looking for the latest tech buzzwords. You’re under constant pressure to deliver on three critical fronts: elevating customer satisfaction (CSAT/NPS), optimizing operational costs, and ensuring scalable, resilient operations. The conversation around AI in the BPO industry is often filled with hype. This article […]