CX Files Elona Ymeri - Assist Digital - Albania & The Value Of Smaller BPO Locations
Elona Ymeri is the service delivery manager at Assist Digital. She is based in Tirana, Albania.
Elona spoke to Mark Hillary about the role of smaller BPO destinations. What can they offer that is harder to find from the big locations? Is the continued influence of AI and other automation technology reducing the need to consider working in locations where large numbers of agents can be found?
Elona talked about Albania within this context, but also explored beyond Albania alone to consider other locations in Europe that might have an interesting and innovative new approach to BPO.
https://www.linkedin.com/in/elonaymeri/
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Summary:
Mark Hillary and Peter Ryan introduce an interview with Elona Ymeri, the service delivery leader at Assist Digital in Tirana, Albania. Alona highlights Albania's mature BPO sector, employing nearly 30,000 people, and its strategic position as a nearshore option for European companies. She emphasizes Albania's cultural alignment, linguistic skills, and the country's investment in AI and digital transformation. Alona also discusses the shift towards intelligent operations, combining human talent with technology, and the importance of compliance and strategic partnerships in the future of BPO.