Despite the emergence of generative artificial intelligence (AI), the Contact Center Association of the Philippines (CCAP) is confident that the target revenue will be met.
Despite the emergence of generative artificial intelligence , the Contact Center Association of the Philippines is confident that the target revenue will be met.
The revenue growth will also translate to the employment of 2.5 million workers, said CCAP managing director Rosario Cajucom-Bradbury. Bradbury added that generative AI can enhance the strengths of the Filipino agents who can then focus on active listening and become more emphatic and engaging when rendering customer service.
“Agents can be redeployed and upskilled to make them always relevant to the future business model,” said Bradbury.At least 500 delegates from business process management and information technology companies attended the conference with the theme “The Philippines, the Heart of CX.”Metro Cebu and Davao are the top destinations but BPO companies are also expanding to Rizal, Puerto Princesa, Batangas, Iloilo, Calamba, General Santos City, Tarlac, Zamboanga, Dagupan, and Cagayan de Oro.
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