Post by itelCX

As Jamaica's CX/BPO industry evolves, success can no longer be measured by headcount alone. That's the big takeaway from itel Founder & CEO, Yoni Epstein, CD, in his follow up article with the Jamaica Gleaner. As he heads into his second tenure as President of the Global Services Association of Jamaica (GSAJ), his mission is clear: "We need to change our mindset of looking at this business from a headphone perspective... Growth does not necessarily mean growth in numbers. We need to start looking at how this industry grows by increasing gross domestic product. Let us talk more financially, not necessarily only about heads." It's a timely reminder that the future of Nearshore global services is no longer about scaling people, but about creating greater value through productivity, technology, and more competitive skills sets. As AI reshapes Jamaica's BPO industry, Yoni explains that the organizations that will thrive will be those that can move beyond traditional "headcount" outsourcing to focus on client business impact, innovation, and broader economic value - and the quality of jobs created versus simply the quantity. Read the full interview in the Jamaica Gleaner: https://lnkd.in/gzaHT2aD