In two weeks, Denver becomes the center of the DSO world. The 13th Annual Dykema DSO Conference opens July 15–17 at the Gaylord Rockies Resort, and Redial BPO will be there.
I’ve spent enough years in this industry to know which events matter and which ones are just badges and branded pens. Dykema isn’t the second kind. It’s where DSO owners, operators, and the investors backing their growth actually show up to talk shop — not just attend sessions.
Why We’re Going
Dental support organizations run on operational discipline as much as clinical quality. The back office — insurance verification, billing, patient communication, front-desk coverage — is often where growth gets bottlenecked, especially for groups scaling past a handful of locations.
That’s the conversation we want to have in Denver. Not a pitch — a real one, about where the operational strain shows up first as a DSO grows, and what’s actually worth outsourcing versus building in-house.
For context on where the industry’s head is at heading into the back half of 2026, Planet DDS’s 2026 Dental Industry Outlook Report — which includes commentary from Dykema’s own DSO Industry Group — is worth a read before the conference.
Meet Us in Denver
Representing Redial BPO will be me, Elder Gonzalez, VP of Client Services, alongside our CEO, Jason Heil. We’ll be on-site for the full three days, meeting with DSO leaders, emerging group founders, and the operators behind multi-location dental networks across our delivery teams in Mexico, South Africa, and the Philippines.
You’ll find us at Booth #2, or you can grab a slot on my calendar ahead of time so we’re not just trading business cards on the floor.
If you’re running operations for a DSO — or thinking about what affiliation means for your practice — here’s what I’d actually want to compare notes on:
Where your team’s time is going. Is it client care, or is it chasing claims and re-keying the same patient data across systems?
What breaks first as you scale. Most DSOs don’t feel the strain at 5 locations. They feel it at 25, when centralized functions either hold up or don’t.
What’s actually worth centralizing. Not everything should move to a shared services model. Some of it should — the trick is knowing which.
These are the same questions behind a lot of the work we do in insurance verification for healthcare and dental organizations. If that’s a conversation you’re already having internally, Denver is a good place to compare notes with someone outside your four walls.
Let’s Connect at Dykema
If you’re attending the Dykema DSO Conference and want to talk before the agenda fills up, reach out ahead of time. Book a meeting directly on my calendar, or find me and Jason on LinkedIn.
The Dykema DSO Conference is the leading annual event for dental service organizations, hosted by Dykema’s DSO Industry Group. The 13th edition runs July 15–17, 2026, at the Gaylord Rockies Resort in Denver, Colorado, bringing together DSO owners, executives, and private equity investors in the dental industry.
2. Why is Redial BPO attending the Dykema DSO Conference?
DSOs and dental groups are a core part of who we serve. As dental organizations scale, the operational and administrative load — particularly around insurance verification and back-office support — becomes a real constraint on growth. That’s the conversation we’re in Denver to have.
3. How do I schedule a meeting with Redial BPO at Dykema?
DSOs and dental groups are a core part of who we serve. As dental organizations scale, the operational and administrative load — particularly around insurance verification and back-office support — becomes a real constraint on growth. That’s the conversation we’re in Denver to have.
4. What services does Redial BPO offer to dental and DSO organizations?
I’m the VP of Client Services at Redial BPO. I’m passionate about CX, building strong client relationships, and blending tech with human talent to deliver top-tier service across industries.
Customer Contact Week brings together the people actually solving the hardest problems in customer experience, and the conversations on that floor are some of the most useful of the year.
This year is different. Redial BPO is an Official Sponsor of CCW Las Vegas 2026 — and we’re using that platform to make the most significant announcement in our company’s history.
If you’re heading to Las Vegas from June 22–25, here’s what we’re bringing, why it matters, and why it’s worth finding us on the floor.
What Is CCW Las Vegas?
For those new to the show, Customer Contact Week Las Vegas is the world’s largest customer contact event. It draws over 8,000 professionals from across the U.S. and internationally, with hundreds of solution providers, speakers, and sessions covering every dimension of contact center operations and customer experience.
It is the definitive gathering for CCOs, VP of Operations, VP of CX, and contact center leaders making decisions about how their organizations will compete in an AI-first world.
Being an Official Sponsor at this level is not something we take lightly. It reflects where Redial BPO stands today as a company, and more importantly, what we’re committed to delivering to this industry going forward.
Debuting at CCW Las Vegas 2026
Introducing our exclusive partnership with IzzyOps.
CCW Las Vegas 2026 is where we’re officially introducing our strategic partnership with IzzyOps, an AI Voice Agent Platform. It’s a significant milestone for Redial BPO — and there’s no better stage to debut it than in front of the largest gathering of contact center leaders in the world.
Through our partnership with IzzyOps, we can now offer clients four integrated capabilities:
01
AI Voice Agents
24/7 coverage with customizable personalities and brand voice — your customers are always answered, regardless of volume or time of day.
02
Workflow Automation
A no-code builder for complex business processes and integrations — without the IT overhead or six-figure implementation costs of legacy platforms.
03
Flexible Human Escalation
A three-tier handoff: AI only, AI + your own team, or AI + Redial BPO agents. You choose the level of human involvement that fits your operation.
04
ROS Integration
When you bring in Redial BPO agents, the platform connects to ROS (the Redial Operating System) — the workflow orchestration, analytics, and quality management standing behind every agent handling your calls.
The old BPO model was built around headcount. This partnership is built around outcomes.
For companies watching after-hours calls go unanswered, lead backlogs grow untouched, or volume spikes overwhelm their teams — this is what we built together to solve.
Here’s what a conversation with our team at CCW will give you:
A clear read on where the Redial BPO + IzzyOps partnership fits your tech stack — with no sales pressure if it doesn’t.
A live demo of the IzzyOps platform tailored to your vertical, whether that’s financial services, healthcare, retail, or contact center operations broadly.
A competitive reference point. We’ll show you honestly how our combined approach differs from enterprise AI platforms like Genesys or Five9, AI-only tools like Bland or Vapi, and traditional BPOs that treat AI as an afterthought.
Practical next steps. Not a deck and a follow-up sequence, but a real conversation about whether there’s a fit and what a pilot could look like.
CCW Las Vegas has always been a market-signal event for me. The conversations on that floor tell you where the industry is headed and what buyers are still looking for.
This year, I’m walking in to introduce something new: the operational depth of Redial BPO paired with the AI-first architecture of IzzyOps.
Come find us at Booth #1227, book a meeting in advance, or just stop me on the floor. I’m always up for a real conversation.
1. What is Redial BPO’s role at CCW Las Vegas 2026?
Redial BPO is an Official Sponsor of CCW Las Vegas 2026, exhibiting June 22–25 from Booth #1227, with a 30-second commercial running on the entrance billboard. The event marks the public debut of Redial BPO’s strategic partnership with IzzyOps, an AI Voice Agent Platform.
2. What is the Redial BPO and IzzyOps partnership about?
IzzyOps is an AI Voice Agent Platform built by contact center practitioners. Through this strategic partnership, Redial BPO now offers clients four integrated capabilities: AI voice agents, no-code workflow automation, flexible human escalation, and ROS integration at the Redial BPO tier. At CCW Las Vegas, the team will run live on-floor demos of the combined solution throughout the event.
4. What is an AI Voice Agent Platform?
An AI Voice Agent Platform answers and makes phone calls using AI voice agents — software that holds a natural, two-way conversation instead of reading from a rigid menu. A capable platform handles routine work end to end: answering common questions, qualifying and routing leads, booking appointments, and capturing after-hours calls. The goal isn’t to remove people from customer conversations — it’s to let AI cover the high-volume, repeatable calls so your team spends its time where human judgment matters.
5. How is an AI voice agent different from a traditional IVR or “press 1” phone menu?
A traditional IVR forces callers down a fixed decision tree and breaks the moment a need doesn’t fit a preset option. An AI voice agent listens to what the caller actually says, in their own words, and responds in context — asking follow-up questions, pulling in account or order details, and completing the request, or handing off cleanly when it can’t. For the caller, it feels like talking to a knowledgeable person rather than navigating a machine.
6. Will AI voice agents replace our human agents?
No, and that’s deliberate. IzzyOps uses a three-tier handoff: the AI handles what it can; calls that need a person route to your own team; and, if you choose, they route to Redial BPO’s agents. You decide how much human involvement makes sense for your operation. The goal is to take repetitive, after-hours, and overflow volume off your team’s plate — not to remove the people your customers sometimes need to reach.
7. What is ROS?
ROS (the Redial Operating System) is the layer that powers the Redial BPO tier of the escalation model. It applies specifically when you choose to route calls to Redial BPO agents — it’s the Tier 3 capability in the three-tier handoff, not something required to use the IzzyOps platform itself.
8. How can I book a meeting with Redial BPO at CCW Las Vegas 2026?
You can book a meeting with our team in advance through our contact page. Elder Gonzalez (VP of Client Services) and Jason Heil (CEO) will both be present at the event for 1:1 conversations. Meeting slots are limited, so we recommend booking ahead of the event if you want a dedicated time.
I’m the VP of Client Services at Redial BPO. I’m passionate about CX, building strong client relationships, and blending tech with human talent to deliver top-tier service across industries.
https://redialbpo.com/wp-content/uploads/2026/05/image-2.jpeg4611201Elder Gonzalezhttps://redialbpo.com/wp-content/uploads/2026/04/rbpo_logo_color_large_black_600x209-300x105.pngElder Gonzalez2026-05-19 12:59:132026-05-22 13:47:24Redial BPO Is an Official Sponsor of CCW Las Vegas 2026 — and We’re Bringing Something Big
Auto Finance Summit East 2026 is shaping up to be one of the most focused and high-value events on the auto lending calendar — and Redial BPO will be there. This May 11–13 at the JW Marriott Nashville, the summit will bring together professionals across the full spectrum of auto lending and leasing to tackle some of the most pressing topics in the industry right now.
The agenda goes deep on dynamic risk assessment, the future of digital transformation, the industry’s macroeconomic outlook, subprime auto lending, and lender-dealer collaboration. These aren’t surface-level conversations — they’re the strategic discussions that shape how auto finance organizations operate, scale, and serve their customers. That’s exactly the context where what we do at Redial becomes relevant.
What’s Driving the Conversation in Auto Finance Right Now
One panel, “Leaning into the future of digital transformation,” will feature speakers from PenFed Credit Union and Chase Auto discussing how to tap into embedded finance and APIs to drive portfolio growth, mature the digital retail footprint with AI, and differentiate with speed, transparency, and personalization.
Another session will focus on dynamic risk assessment, covering how lenders can balance speed with compliance, incorporate real-time data to improve risk management, and automate stipulations validation while employing first-party fraud detection.
This is the direction auto finance is heading — smarter systems, faster decisioning, and tighter compliance requirements. And as lenders modernize their operations, the demand for reliable, scalable support in areas like collections, customer outreach, and back-office processing only increases.
Meet the Redial BPO Team
Representing Redial BPO will be Jason Heil, CEO, and Elder Gonzalez, VP of Client Services. Both will be on the floor throughout the three days, meeting with lenders, captives, credit unions, and fintech companies exploring smarter ways to scale their operations — whether that’s collections, customer service, loan processing support, or back-office workflows — across our teams in Mexico, Costa Rica, South Africa, and the Philippines.
If your organization is navigating growth, rising operational costs, or the challenge of maintaining quality at scale, that’s the conversation we’re there to have at booth #309.
Let’s Connect at Auto Finance Summit East
If you’re attending Auto Finance Summit 2026, reach out ahead of time to schedule a meeting. Spots fill quickly, and the most valuable conversations at events like this happen when they’re planned. Find us at RedialBPO.com, connect with Elder or Jason directly on LinkedIn or schedule a meeting by clicking here.
If you’re attending Auto Finance Summit 2026 and want to explore a partnership, I encourage you to reach out to our team. This is a conversation worth having.
FAQ: Redial BPO at Auto Finance Summit East 2026
1. What is Auto Finance Summit 2026?
Auto Finance Summit is a three-day experience for auto lending and leasing professionals that draws attendees from across the lending spectrum — including executives from prime and nonprime banks, credit unions, floor-plan lenders, thrifts, dealerships, and service providers. The 2026 edition takes place May 11–13 at the JW Marriott Nashville.
2. Why is Redial BPO attending Auto Finance Summit East 2026?
Auto finance and financial services are a core part of who we serve. The lenders, captives, and fintechs attending this summit are exactly the organizations we partner with to scale collections, customer support, and back-office operations. This is where those conversations happen at the highest level.
3. How do I schedule a meeting with your team at the summit?
At Redial BPO, we believe AI works best when it amplifies human expertise, not replaces it. This article was developed by Lincoln Graham, Director of Marketing, with the help of AI to organize and draft the written content. The experience, data, and perspective are entirely his.
https://redialbpo.com/wp-content/uploads/2026/04/hdr_blog_autofinance.jpg307800Lincoln Grahamhttps://redialbpo.com/wp-content/uploads/2026/04/rbpo_logo_color_large_black_600x209-300x105.pngLincoln Graham2026-04-13 13:02:252026-05-22 13:47:24Redial BPO attending Auto Finance Summit East 2026
ShopTalk Spring 2026 is shaping up to be one of the most consequential retail events in years — and Redial BPO will be there. This March 24–26 at Mandalay Bay in Las Vegas, over 10,000 retail leaders will gather under the banner of “Retail in the Age of AI.” That theme isn’t just a headline. It reflects a genuine turning point for the industry.
Meet the Redial BPO Team
Representing Redial BPO will be Elder Gonzalez, VP of Client Services, and CEO Jason Heil. Both will be on the floor for all three days, meeting with retail and e-commerce brands exploring smarter ways to scale their customer support operations — voice, email, SMS, and chat — across our teams in Mexico, Costa Rica, South Africa, and the Philippines.
If your brand is thinking about how AI fits alongside a high-quality human support layer, that’s exactly the conversation we’re there to have
Let’s Connect at ShopTalk
If you’re attending ShopTalk Spring 2026, reach out ahead of time to schedule a meeting. Spots fill quickly, and the most valuable conversations at events like this happen when they’re planned. Find us at redialbpo.com or connect with Elder or Jason directly on LinkedIn.
are attending ShopTalk Spring 2026 and want to explore a partnership, I encourage you to reach out to our team and schedule a meeting. This is a conversation worth having.
FAQ: Redial BPO attending ShopTalk Spring 2026
1. What is ShopTalk Spring 2026?
ShopTalk Spring 2026 is a leading retail industry conference held March 24–26 at Mandalay Bay, Las Vegas. It draws 10,000+ attendees, 200+ speakers, and thousands of curated one-on-one meetings across three days of programming focused on retail’s most pressing topics.
2. Why is Redial BPO attending ShopTalk Spring 2026?
Retail and e-commerce brands are a core part of who we serve. ShopTalk is where those conversations happen at the highest level, and it’s where we want to be.
3. How do I schedule a meeting with your team at ShopTalk?
Contact us in advance through redialbpo.com or reach out to Elder Gonzalez or Jason Heil directly on LinkedIn.
At Redial BPO, we believe AI works best when it amplifies human expertise, not replaces it. This article was developed by Lincoln Graham, Director of Marketing, with the help of AI to organize and draft the written content. The experience, data, and perspective are entirely his.
https://redialbpo.com/wp-content/uploads/2026/03/Shoptalk-Social-Banner-1200x460px.jpg4601200Lincoln Grahamhttps://redialbpo.com/wp-content/uploads/2026/04/rbpo_logo_color_large_black_600x209-300x105.pngLincoln Graham2026-03-04 13:50:162026-05-22 13:47:24Redial BPO attending ShopTalk Spring 2026
There is a question I ask every time we bring a new program to life at Redial BPO: How do we help agents practice real work before there is real risk? The contact center industry has wrestled with this for years. Too many agents walk into training unprepared for what the job feels like.
Too many coaches react to problems rather than prevent them. And too many promising candidates leave in the first week, not because they lacked potential, but because no one showed them the job before they started it. At CCW San Diego in February 2026, I shared how the Redial BPO team has been tackling this head-on.
We operate across Mexico, Costa Rica, South Africa, and the Philippines, supporting programs across customer service, inside sales, SDR, and collections. What I shared at CCW was not a roadmap for the future. It was a report from the field, backed by real numbers.
The Traditional Challenges We Set Out to Fix
Before we built this approach, we lived the same problems most contact center leaders know well. Hiring for skills is harder than hiring for years of experience. When you need someone with genuine empathy, strong listening, and calm composure under pressure, a resume does not tell you much. Early attrition during training is costly, both in direct hours and in lost momentum for programs that depend on headcount. And when agents finally reach production, they often arrive with too little real-call exposure, which puts customers at risk from the very first interaction.
On top of that, coaching was mostly reactive and generic. A QA analyst would flag something, a supervisor would pull an agent aside, and the feedback loop would start over. There was no system connecting what an agent struggled with on a call to a targeted practice environment. That gap is what we decided to close, step by step, across recruiting, training, and live operations.
Step 1: Simulation-Based Recruiting
The first change we made was the most upstream: we brought AI into the recruiting process itself. Before any candidate moves into training, our team now runs them through AI-powered call simulations built from real client scenarios. These are not tests of product knowledge or policy recall. We are looking for the things that are hardest to teach: clear communication, genuine empathy, active listening, problem-solving instinct, and composure when a conversation gets tense.
This creates something candidates rarely get in a traditional hiring process: honest, transparent communication about the job. They experience what it feels like to handle a difficult customer, whether that is a collections call, a service inquiry, or an inside sales interaction. The result is that strong candidates self-select into the right programs, and our team can redirect talent to a better-fit role early rather than discovering the mismatch weeks into training. The results have been clear: training attrition reduced by 25–30%, offer acceptance up 15%, and our internal recruiting quality score up 20%.
Step 2: Progressive Simulations in Training
Once candidates move into training, the simulation environment becomes a structured learning ladder. We run three levels, and each one serves a specific purpose.
Beginner simulations build the fundamentals: tone, listening rhythm, basic call structure, and staying calm. Think of it as guided practice with the AI coaching the agent through every step in real time.
Intermediate simulations introduce complexity. Objections, emotional customers, and trickier scenarios require agents to balance call control and empathy simultaneously. The safety net is still there, but it is pulled back.
Advanced simulations are the final test before going live. These are the hardest scenarios we expect on the floor, and they answer one question: Is this agent production-ready?
The data backs up the model. Certification pass rates are up 18%, time to proficiency is down 20%, and first-week production success is up 22%. Supervisors see smoother ramps, cleaner quality results, and far less rework. But beyond the numbers, there is something harder to measure: agents arrive at production with confidence, not just credentials.
Step 3: Identifying Gaps Before Production
Between the end of training and the first live call, our training and quality teams use simulation analytics to find the specific gaps that matter most. We look at objection-handling patterns, tone and empathy signals, and call-control consistency. This is not a broad performance review. It is a targeted diagnostic that tells us exactly where to focus coaching before anyone picks up a real call.
The benefit for supervisors is focus. Instead of coaching everything, they coach the right things. Agents see a direct connection between feedback and practice, so the improvement cycle is faster and more durable. By the time a class is approved to move forward, we have watched each person handle the toughest scenarios we can build. Fewer early escalations, more stable customer sentiment, and faster progress toward handle time and quality targets.
Step 4: Speech Analytics and Coaching Once Agents Are Live
The loop does not close when agents go live. Our analytics team tracks 100% of interactions, monitoring talk-to-listen ratio, compliance language, tone and sentiment, silence patterns, interruptions, and escalation triggers. These signals help us pinpoint coaching opportunities quickly rather than waiting for a problem to surface on its own.
What makes this different from traditional QA is what happens next. Instead of a one-on-one review session where a supervisor tells an agent what went wrong and sends them back to the phones, we route agents into personalized AI simulations built from their own call data. The coaching becomes hands-on rather than theoretical. Agents get the exact practice reps they need, based on what they just did. Over time, this creates a compounding effect across teams and programs, and the gains are visible, repeatable, and easy to scale.
What AI Is and Is Not at Redial BPO
I want to be clear about something because I believe it matters more than any statistic: AI is not replacing people in our contact centers. The conversation about automation often skips past this, but our experience is clear.
For us, AI serves three roles:
A readiness accelerator, getting agents prepared faster than traditional methods allow
A coaching multiplier, extending what supervisors can do without burning them out
A consistency engine, keeping standards visible and repeatable across every program and site
What AI is not is a replacement for human judgment, or a shortcut around culture and leadership. No simulation builds trust between a supervisor and an agent. No algorithm replaces the instinct of an experienced team lead who knows when someone is struggling and how to help. AI handles the measurement and the patterns. People lead.
Our Point of View on AI in CX
The philosophy that drives everything we do is simple: use AI to prepare people, not replace them. When agents practice real work before real risk, the entire operation shifts from reactive to proactive. Attrition drops, ramp accelerates, coaching sharpens, and the customer experience improves, not as a side effect, but as a direct result of a better-prepared team.
Transparency runs through every layer of this model. Candidates know what the job looks like before they accept. Agents understand why they are being coached and what they are working on. Supervisors can see exactly how practice connects to outcomes. That visibility builds the kind of trust that makes a contact center team want to get better, not just perform well enough to pass a QA check.
Ready to See This in Action with Your Team?
Use the contact form below, and I will have my team set up a short live walkthrough. We will show you the simulations, the analytics we track, and how coaching flows back into practice. You will leave with a clear picture of the next steps.
What you will get
A 30-minute live demo of the workflow using sample scenarios.
A tailored view for your industry and KPIs.
A simple pilot plan with roles, milestones, and success checks.
Answers to your questions about ramp, QA, and coaching in your environment.
Frequently Asked Questions: AI in the Contact Center
How does Redial BPO use AI in recruiting?
The team uses AI-powered call simulations built from real client scenarios to assess communication, empathy, listening, problem-solving, and composure. Candidates experience the actual work before they commit, and the team can redirect strong talent to better-fit programs early.
What results have you seen from simulation-based hiring?
Training attrition is down 25–30%, offer acceptance is up 15%, and the internal recruiting quality score has improved by 20%. Realistic job previews reduce mismatches and keep training classes intact.
How does training change with progressive simulations?
The model runs in three stages: beginner (fundamentals), intermediate (complexity and objections), and advanced (hardest pre-production scenarios). Certification pass rates are up 18%, time to proficiency is down 20%, and first-week production success is up 22%.
Does AI replace human agents or coaches?
No. AI handles measurement, patterns, and personalized practice. Leadership, culture, and human judgment remain at the center of the operation. The goal is to free supervisors to coach on what matters, not to replace them.
How do we get started?
Contact the Redial BPO team for a 30-minute demo using scenarios aligned to your industry and KPIs. The team will walk through the workflow, the analytics tracked, and a simple pilot plan with clear milestones.
At Redial BPO, we believe AI works best when it amplifies human expertise, not replaces it. This article was developed from Elder Gonzalez’s live presentation at CCW San Diego 2026, with AI used to help organize and draft the written content. The experience, data, and perspective are entirely his.
We were happy to discuss how Redial BPO can be the best Custmer Service partner.
I had the pleasure of having Diego Gutierrez by my side during CCW Executive Exchange 2026.
I’m the VP of Client Services at Redial BPO. I’m passionate about CX, building strong client relationships, and blending tech with human talent to deliver top-tier service across industries.
https://redialbpo.com/wp-content/uploads/2026/02/01-Featured-image-Blog-Elder-presentation-B.webp324857Elder Gonzalezhttps://redialbpo.com/wp-content/uploads/2026/04/rbpo_logo_color_large_black_600x209-300x105.pngElder Gonzalez2026-02-27 10:51:352026-05-22 13:47:24AI in the Contact Center: From Recruiting to Readiness
I’m thrilled to announce that Redial BPO will be attending the CCW Executive Exchange 2026, taking place February 4-6 at the stunning Mission Bay Resort in San Diego, California. This event brings together senior leaders in customer experience, operations, and digital transformation, and I couldn’t be more excited to represent our team alongside Jason Heil, our CEO.
As someone deeply passionate about innovation in the BPO industry, I see this as a tremendous opportunity to connect with forward-thinking professionals who share our commitment to excellence in customer contact solutions.
The event’s focus on emerging technology aligns perfectly with Redial BPO’s mission to deliver cutting-edge nearshore call center services and offshore call centre solutions. I’m looking forward to meaningful conversations about how AI, automation, and omnichannel strategies are reshaping our industry. If you’re attending, I hope we can connect to discuss how we’re helping businesses scale their operations while maintaining the highest quality standards.
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The CCW Executive Exchange 2026 is a premier, invitation-only conference designed exclusively for senior executives and innovation-focused technologists across customer contact, CX, operations, IT, and digital transformation. Taking place at the Mission Bay Resort in San Diego, California, from February 4-6, this event is part of the world’s largest customer contact event series.
Unlike traditional conferences, the Executive Exchange creates an intimate environment where industry leaders can benchmark their strategies, identify solutions to critical business challenges, and build meaningful relationships with peers facing similar operational complexities.
What sets this event apart is its focused structure and caliber of attendees. With only 70 key players expected, every conversation has the potential to drive real business impact.
The CCW Executive Exchange 2026 features deep-dive sessions on emerging technologies such as generative AI, advanced analytics, and automation tools that are revolutionizing the customer experience.
Participants will engage in one-on-one meetings with solution providers, participate in interactive roundtables, and gain insights from case studies presented by leaders from organizations like Capital One, Wayfair, and Emory Healthcare. This is where strategic thinking meets actionable solutions.
Relevance of CCW Executive Exchange 2026
The relevance of the CCW Executive Exchange 2026 cannot be overstated in today’s rapidly evolving business landscape. As customer expectations continue to rise and technology advances at an unprecedented pace, senior leaders need dedicated forums to share best practices, explore innovative solutions, and stay ahead of industry trends.
This event provides exactly that: A unique opportunity to step away from day-to-day operations and focus on strategic initiatives that will define the future of customer experience. The concentrated format ensures that every session, every conversation, and every connection adds tangible value to your organization’s CX roadmap.
For companies investing in call center solutions outsourcing, the insights gained at this executive exchange are particularly valuable. The event addresses critical challenges such as balancing automation with human touch, optimizing omnichannel strategies, and leveraging AI to improve both agent performance and customer satisfaction.
As technology such as Voice AI and chatbots becomes increasingly sophisticated, understanding how to integrate these tools effectively while maintaining authentic customer relationships is essential. The CCW Executive Exchange 2026 brings together the thought leaders, solution providers, and practitioners who are successfully navigating these complexities, making it an invaluable investment for any organization serious about CX excellence.
Redial BPO at CCW Executive Exchange 2026
At Redial BPO, we’re not just attending the CCW Executive Exchange 2026, we’re coming prepared to share our expertise and learn from the industry’s best. Since our founding in 2017, we’ve rapidly scaled to over 1,000 seats across Mexico, Costa Rica, South Africa, and the Philippines, establishing ourselves as a trusted partner for businesses seeking high-quality nearshore and offshore call center solutions.
Our presence at this event reflects our commitment to staying at the forefront of industry innovation, particularly in emerging technologies that enhance customer experience while driving operational efficiency.
Our expertise in omnichannel customer service, Voice AI integration, and scalable BPO solutions positions us uniquely to contribute to the conversations happening at this executive exchange.
We’ve successfully helped companies across retail, healthcare, technology, and financial services achieve higher customer satisfaction, lower operational costs, and improved service quality through our follow-the-sun delivery model.
At the event, we’re eager to discuss how businesses can leverage strategic nearshore partnerships to achieve approximately 50% savings on infrastructure and management expenses without compromising quality.
Whether the topic is AI-powered automation, workforce optimization, or creating culturally aligned customer experiences, Redial BPO brings proven strategies and real-world results to the table.
Meet the Redial BPO Team at CCW Executive Exchange 2026
I’m personally excited to be attending alongside Jason Heil, CEO of Redial BPO, as we represent our company at this prestigious event. As VP of Client Services, my background spans over 25 years of global experience in client onboarding, business development, and contact center BPO outsourcing operations across industries, including e-commerce, retail, healthcare, and finance.
I’m passionate about driving operational excellence and building strategic partnerships that create lasting value for our clients. Jason brings over a decade of call center management and business development expertise, working directly with clients to deliver the resources they need to scale their businesses effectively.
Together, we’re looking forward to engaging with fellow executives, exploring innovative solutions, and building relationships that extend beyond the conference. If you’re attending the CCW Executive Exchange 2026, please don’t hesitate to reach out and schedule time to connect.
Whether you’re exploring outsourcing options, looking to optimize your current contact center operations, or simply want to discuss emerging trends in customer experience, we’d love to have a conversation.
The beauty of this executive exchange format is the opportunity for genuine, meaningful dialogue, and that’s exactly what we’re here for. Let’s make the most of these three days in San Diego and explore how we can help each other drive success in 2026 and beyond.
1. What makes CCW Executive Exchange different from other CX conferences?
The CCW Executive Exchange 2026 is specifically designed as an intimate, invitation-only event for senior-level decision-makers. Unlike larger conferences with thousands of attendees, this exchange features only 70 key players, ensuring every interaction is meaningful and strategic. The format emphasizes one-on-one meetings, focused roundtables, and peer-to-peer benchmarking rather than broad keynote presentations. This creates an environment where executives can have candid conversations about their challenges and collaborate on solutions with peers facing similar operational complexities.
2. Why is Redial BPO attending this event?
Redial BPO is attending to strengthen relationships with current and potential partners, stay at the forefront of emerging CX technologies, and share our expertise in scalable outsourcing solutions. With our global presence across four countries and proven track record in delivering culturally aligned, cost-effective services, we bring valuable perspectives to discussions about operational efficiency, AI integration, and omnichannel strategies. We’re committed to continuous learning and innovation, and events like this help us better serve our clients.
3. What are the key topics being discussed at CCW Executive Exchange 2026?
The event focuses on emerging technologies reshaping customer experience, including generative AI, automation, advanced analytics, and omnichannel orchestration. Sessions cover practical applications of these technologies, balancing automation with human interaction, workforce optimization strategies, and measuring ROI on CX investments. Attendees will explore case studies from leading organizations and participate in interactive discussions about overcoming implementation challenges and maximizing the impact of new technologies.
4. How can nearshore outsourcing benefit my contact center operations?
Nearshore outsourcing with partners like Redial BPO offers multiple advantages: approximately 50% cost savings compared to onshore operations, culturally aligned talent with accent neutrality and familiarity with U.S. customs, minimal time zone differences enabling real-time collaboration, and the ability to scale quickly without infrastructure investments. Our locations in Mexico and Costa Rica provide seamless integration with U.S. and Canadian operations, while our offshore centers in South Africa and the Philippines enable 24/7 follow-the-sun coverage.
5. Will there be opportunities to meet with Redial BPO’s leadership team at the event?
Absolutely! Both Elder Gonzalez (VP of Client Services) and Jason Heil (CEO) will be present throughout the February 4-6 event at Mission Bay Resort. We’re actively scheduling one-on-one meetings and would love to connect with attendees interested in discussing outsourcing strategies, emerging technologies, or CX optimization. Feel free to schedule a quick call or approach us during networking sessions. We’re here to build relationships and explore how we can support your organization’s growth objectives. Additionally, you can fill out the form below.
I’m the VP of Client Services at Redial BPO. I’m passionate about CX, building strong client relationships, and blending tech with human talent to deliver top-tier service across industries.
And just like that, we’ve wrapped up our final conference of 2025! What better way to close out the year than at the Contact Centre Expo London 2025 on November 19-20? I had the absolute pleasure of representing Redial BPO alongside our CEO Jason Heil and our brilliant Mary Pacheco, Client Services Manager. And let me tell you: London did not disappoint.
From the moment we set up our booth, the energy was electric. There’s something special about connecting with professionals who are as passionate about customer experience and AI innovation as we are.
Between cups of coffee, hot chocolate (with the occasional splash of Baileys, because why not?), and countless meaningful conversations, this event reminded me why I love what we do at Redial BPO.
Coffee, Conversations, and Global BPO Capabilities
One of the highlights of Contact Centre Expo London 2025 was the sheer diversity of people who stopped by our booth. We met incredible professionals from across the UK, all eager to learn more about how Redial BPO is leveraging AI to transform customer experience. And it wasn’t just our British friends (a special shout-out goes to our North American peers who flew over to join us). Your support and enthusiasm meant the world to us.
Each location brings unique strengths to the table, allowing us to offer tailored BPO solutions that meet diverse client needs. Whether it’s multilingual support, technical expertise, or cultural alignment, we’ve built a network that delivers exceptional results.
Jason, Mary, and I spent hours diving deep into what makes our approach different. It’s not just about having offices in multiple countries, it’s about understanding the nuances of each market and deploying the right talent and technology to create seamless customer experiences. The questions we received were insightful, challenging, and precisely the kind of dialogue that pushes our industry forward.
AI Solutions That Actually Make Sense
Let’s talk AI. Because honestly, everyone at Contact Centre Expo was talking about AI. But here’s the thing: not all AI solutions are created equal. We’re not about slapping automation onto every process and calling it innovation. At Redial BPO, we believe AI should enhance human capabilities, not replace them.
During the expo, we showcased our AI-powered solutions designed specifically for contact centres. From intelligent routing and sentiment analysis to predictive analytics and automated quality assurance, our tech stack is built to make agents more efficient and customers happier. But what really excited people was our philosophy: AI is the tool, but empathy is the glue.
Mary was phenomenal at breaking down real-world use cases for attendees who wanted to see our AI in action. She explained how we’re using machine learning to identify customer pain points in real time, allowing agents to respond with precision and care. Meanwhile, Jason shared our vision for the future: Where technology and human touch work in perfect harmony to create unforgettable customer experiences.
The feedback was overwhelmingly positive. People appreciated that we’re not chasing AI hype; we’re implementing solutions that drive measurable business outcomes. And for those who wondered if automation would eliminate jobs, we were clear: our AI empowers agents, giving them more time to focus on complex, high-value interactions.
Thank You, London. See You Next Year!
As we packed up our booth and said our final goodbyes, I couldn’t help but feel grateful. Contact Centre Expo London 2025 was more than just a conference, it was a celebration of the future of CX.
A massive thank you to ROAR B2B and their excellent staff, especially Steve Todd, for putting together such an incredible event. The level of organization, the quality of attendees, and the overall vibe made this a conference to remember.
To everyone who stopped by, asked questions, shared insights, or simply enjoyed a Baileys-spiked hot chocolate with us: Thank you! Your energy and curiosity made this event unforgettable. We walked away with new connections, fresh ideas, and a renewed commitment to pushing the boundaries of what’s possible in customer experience.
And of course, we’re already looking forward to next year’s Contact Centre Expo. If this year taught us anything, it’s that face-to-face connections still matter. There’s something irreplaceable about meeting someone in person, hearing their challenges firsthand, and collaborating on solutions in real time. Virtual has its place, but real life? Real life wins every time.
So here’s to 2025: A year of incredible events, meaningful conversations, and bold innovation. And here’s to 2026, where we’ll do it all over again. Thank you, London. You’ve been brilliant.
Learn More About Redial BPO
Want to learn more about Redial BPO’s teams, services, and locations? Then I invite you to download our Company Overview or reach out directly. We’d love to hear from you.
I’m the VP of Client Services at Redial BPO. I’m passionate about CX, building strong client relationships, and blending tech with human talent to deliver top-tier service across industries.
https://redialbpo.com/wp-content/uploads/2025/12/Mary-Jason-and-Elder.webp254627Elder Gonzalezhttps://redialbpo.com/wp-content/uploads/2026/04/rbpo_logo_color_large_black_600x209-300x105.pngElder Gonzalez2025-12-01 07:20:102026-05-22 13:47:25CC Expo London 2025: Redial BPO’s Last Conference Stop of the Year
As Marketing Director of Redial BPO, I’m honored to share how our organization is responding to a critical moment in South African history with both compassion and purpose. The G20 Women’s Shutdown on November 22nd has sparked important conversations across our global offices, and I want to share how Redial is standing in solidarity with women in South Africa while demonstrating what it means to be a great place to work, one that listens, cares, and puts our communities first.
At Redial BPO, we believe that supporting women in South Africa workplace environments means more than words, it requires thoughtful action, genuine care, and the ability to maintain stability even during moments of social and political significance. Our approach honors the voices calling for change while ensuring that our team members, our clients, and our communities are supported through purposeful initiatives that make a real difference.
Today, I want to share our comprehensive solidarity plan for November 21st, explain how our Mexico and South Africa teams are united in this effort, and demonstrate why workplace support for women in South Africa reflects our core values as a company that puts people first.
Redial’s Commitment to Supporting Women in South Africa Across Our Global Offices
Understanding the gravity of the G20 Women’s Shutdown and the issues it represents is essential to our response as a company. The movement calls attention to systemic challenges facing women and LGBTQI+ communities in South Africa, and at Redial BPO, we recognize that our South Africa team needs to feel seen, heard, and supported by our entire global organization. This isn’t just about one office, it’s about demonstrating that we are truly one team, one brand, and one voice in standing against injustices affecting women and children.
Having Shoana, our CEO Top Women BPESA Award winner, as part of our leadership team exemplifies the values that drive our company-wide solidarity initiative. Her recognition as one of the top women in the BPO industry stands as a powerful reminder that women in positions of influence are not just possible, they’re essential to creating positive change within organizations and communities.
Shoana’s success story demonstrates what Redial values most: talent, dedication, and excellence know no gender. Her presence in our leadership inspires our entire team, particularly the women in our South Africa office, showing them that their voices matter and their potential is limitless.
This is the kind of example that makes our solidarity efforts meaningful and authentic—we’re not just talking about supporting women; we’re actively elevating them to positions where they shape our company’s future and demonstrate to our business partners that we remain stable, reliable, and committed even during times of social mobilization.
Our November 21st Solidarity Event: Supporting Women in South Africa Workplace Initiatives
On Thursday, November 21st, Redial BPO will host comprehensive solidarity events across our South Africa and Mexico offices. This timing, the day before the G20 Women’s Shutdown, allows us to demonstrate our support while ensuring our teams can fulfill their commitments to the brands they represent. Our South Africa office will feature a full day of activities designed to honor the movement while creating tangible support for our team members and their communities.
In South Africa, our solidarity initiatives include:
Wearing purple to work throughout the day as a visible symbol of support.
Scheduled moments of silence to reflect on the issues affecting women and children.
Celebratory cupcakes to foster community and connection among team members.
Solidarity stickers for team members to display their support.
Attendance percentage donation match that directly rewards agents who work their full shift by contributing to relevant causes.
A dedicated space for physical donation drop-offs where team members can contribute items for community organizations.
75 Rand transportation assistance to ensure every team member can participate regardless of financial barriers.
Our Mexico office will participate in solidarity by wearing purple to work, observing scheduled moments of silence, and distributing solidarity stickers. This cross-border unity demonstrates that supporting women in South Africa workplace environments is a priority for our entire organization, not just one location. When our Mexico team wears purple alongside their South African colleagues, it sends a powerful message: we are one team, standing together.
These initiatives reflect what we truly believe at Redial: supporting our communities and caring for each other doesn’t mean we have to stop doing the work that matters. In fact, the opposite is true. By showing up on November 21st, our team members are making it possible for us to give back in real, tangible ways, through donation matches, through financial contributions, and through creating a space where everyone feels supported.
We’ve designed our solidarity day around a simple but powerful idea: when we come together and do our jobs well, we create the resources and stability needed to support the causes we care about. Every agent who works their full shift isn’t just doing their job, they’re enabling Redial to contribute meaningfully to organizations fighting for women’s and children’s rights in South Africa.
Final Thoughts: One Team, One Brand, One Voice Supporting Women in South Africa
The G20 Women’s Shutdown, in the context of the G20 Summit, represents an important moment for South Africa and the global conversation about women’s rights and safety. At Redial BPO, we’re choosing to respond with solidarity that is both meaningful and sustainable—creating initiatives that honor the movement while maintaining the stability our team members and clients depend on. Our November 21st events across South Africa and Mexico demonstrate that supporting women in South Africa workplace environments can be purposeful, unifying, and effective.
To our South Africa team: you are seen, you are heard, and you are valued. From Mexico to Johannesburg, we stand together as one Redial family. The purple you’ll wear, the moments of silence you’ll observe, the donations you’ll enable through your attendance—these are real contributions that matter. Shoana’s leadership in this initiative reminds us that women at every level of our organization are driving positive change, both within our walls and in our broader communities.
To our business partners: thank you for trusting Redial BPO with your brand representation. We hope this moment demonstrates why that trust is well-placed. We’ve built an organization that cares deeply about our communities while never compromising on our commitments to you. When challenges arise, we respond with thoughtful leadership, clear communication, and unwavering reliability.
We are a great place to work because we put our communities above our own gain—not by sacrificing operational excellence, but by finding creative ways to support what matters while delivering on our promises. This is Redial BPO: one team, one brand, one voice standing for justice, stability, and excellence.
Turning Inspiration into Reality 💡 | Marketing Wizard, Content Creator, Editing Expert, & Engagement Guru for the Tech 🤖 B2B and B2C space. Thriving in the space where business and art collide 🎨📊
https://redialbpo.com/wp-content/uploads/2025/11/Blog-SA-Women-1600x1200px_111425.webp12001600Devon Helberhttps://redialbpo.com/wp-content/uploads/2026/04/rbpo_logo_color_large_black_600x209-300x105.pngDevon Helber2025-11-14 12:06:292026-05-22 13:47:25One Team, One Voice: How Redial BPO Supports Women in South Africa Through Workplace Solidarity
What an absolutely incredible week it’s been! From October 27-30, I had the privilege of attending the ICMI 2025 conference in Orlando, and let me tell you, this wasn’t just another industry event. This was a celebration of everything we’ve built at Redial BPO, a reunion with industry friends, and honestly, one of the most meaningful professional experiences of my 14-year career in the contact center space.
Walking into the conference knowing that Redial BPO was a finalist for Best Contact Center Culture gave me this surge of pride I can’t quite put into words. It’s one thing to know internally that you’re building something special, but having industry leaders recognize it? That hits different.
Being Recognized Among the Best: Our Finalist Journey
Being named a finalist for Best Contact Center Culture at ICMI 2025 wasn’t just an accolade, it was a validation of years of intentional culture-building and people-first leadership. Throughout the conference, I had countless conversations with brands curious about how we’ve fostered such a strong team environment while delivering exceptional BPO services.
The energy at the conference was electric. Industry leaders from across the globe gathered to share insights, discuss challenges, and explore innovative solutions for the evolving contact center landscape. I was joined by an amazing group of Redial BPO leaders, Michelle Castillo, Devon Helber, and Rick Quiñones, and together we represented not just a company, but a culture that genuinely puts people first. These leaders embody everything we stand for, and having them there made the experience even more special.
What really struck me during our finalist recognition was how many attendees wanted to understand our approach to culture. They weren’t just interested in our nearshore solutions or operational metrics, they wanted to know how we keep our teams engaged, motivated, and genuinely happy to come to work every day. That’s the kind of conversation that energizes me because it shows the industry is finally prioritizing what matters most: the people behind the metrics.
Celebrating Excellence: Our Fellow Finalists and the Winner
Being a finalist is an honor, but being a finalist alongside such incredible organizations made it even more meaningful. Sharing this recognition with DHL Express Australia, FAIRWINDS Credit Union, Synovus Customer Care, Ultimus Fund Solutions, LLC, and WebMD Health Services showed me just how high the bar has been set in our industry. Each of these organizations brings something unique to the table, and their commitment to building exceptional contact center cultures is truly inspiring.
When Synovus Customer Care was announced as the winner, the room erupted in well-deserved applause. I want to extend my heartfelt congratulations to their entire team, they’ve clearly done something extraordinary to earn this recognition. What impressed me most about Synovus throughout the conference was their genuine approach to employee engagement and their innovative strategies for creating a workplace where people thrive, not just survive.
Honestly, there’s no losing when you’re in a category with organizations of this caliber. We all push each other to be better, to innovate more boldly, and to never settle for “good enough” when it comes to how we treat our teams. The conversations I had with representatives from these finalist organizations were some of the most valuable of the entire conference. We may compete for awards, but we’re all united in the mission of proving that exceptional culture drives exceptional customer experiences. That’s the kind of healthy competition that elevates our entire industry.
The Most Special Part: Bringing the Next Generation Along
Here’s where this experience became truly unforgettable for me. I had the opportunity to bring my youngest sister, Katherine Gonzalez, who just graduated with a degree in marketing, to experience the industry that’s shaped my career for over 14 years. Watching her eyes light up as she networked, attended sessions, and absorbed the energy of ICMI 2025 reminded me of why I fell in love with this industry in the first place.
Katherine got to see firsthand what contact center excellence looks like, not just in theory, but in practice. She met industry veterans, participated in conversations about customer experience innovation, and witnessed how companies like ours are revolutionizing offshore solutions and remote team management. For someone just starting their career, this exposure was invaluable.
I have to give massive credit to Jason Heil and Christopher Heil, our leadership at Redial BPO, for fostering a “family first” culture that made this possible. They don’t just talk about developing the next generation of leaders, they actively create opportunities for it. Bringing Katherine to ICMI wasn’t just about showing her the ropes, it was about demonstrating that this industry values mentorship, growth, and investing in people’s futures. That’s the Redial way, and it’s something I’m incredibly proud to be part of.
Networking, Learning, and Looking Forward
Beyond the awards recognition and family moments, ICMI 2025 was packed with incredible learning opportunities and networking that reminded me why these in-person events are so vital. I reconnected with so many industry friends, people I’ve collaborated with, learned from, and shared challenges with over the years. There’s something irreplaceable about face-to-face conversations in this increasingly digital world.
The sessions I attended covered everything from AI integration in contact centers to building resilient teams in hybrid environments. These aren’t just theoretical discussions anymore, they’re real challenges that companies are navigating right now. Sharing how Redial BPO approaches these challenges, particularly through our innovative approach to culture and our comprehensive service offerings, sparked some amazing conversations that I’m confident will lead to future collaborations.
Walking away from Orlando, I’m energized and inspired. We may have been finalists this year, but the relationships we strengthened, the insights we gained, and the future leaders like Katherine who are entering this space make me confident that the best is yet to come. The contact center industry is evolving rapidly, and I’m excited to be part of a company that’s not just keeping pace but setting the standard for what exceptional culture and customer experience should look like.
To everyone I connected with at ICMI 2025, thank you for the conversations, the laughs, and the shared vision of where this industry is heading. Here’s to continuing to build something special together!
I’m the VP of Client Services at Redial BPO. I’m passionate about CX, building strong client relationships, and blending tech with human talent to deliver top-tier service across industries.
https://redialbpo.com/wp-content/uploads/2025/10/1761770960063-copy.webp15362048Elder Gonzalezhttps://redialbpo.com/wp-content/uploads/2026/04/rbpo_logo_color_large_black_600x209-300x105.pngElder Gonzalez2025-10-31 10:16:372026-05-22 13:47:26From Finalist to Family: My ICMI 2025 Experience in Orlando
I’m thrilled to share that Redial BPO will be attending ICMI 2025, one of the most anticipated contact center industry events of the year. Taking place from October 27-30, 2025, at the Loews Royal Pacific Resort in Orlando, Florida, this expo represents a unique opportunity for contact center professionals to connect, learn, and discover innovative solutions that are transforming our industry.
As the Marketing Manager at Redial BPO, I’m excited about what our team will bring back from this incredible gathering of industry leaders, technology providers, and forward-thinking professionals who are shaping the future of customer experience.
Our team has been preparing for months, and we’re ready to engage with forward-thinking professionals who share our passion for excellence.
This year’s event promises to be exceptional, bringing together the brightest minds in contact center management, technology, and operations. I’m particularly looking forward to the conversations we’ll have about AI integration, workforce optimization, and the evolving landscape of customer service.
ICMI 2025 is the premier Contact Center Expo taking place from October 27-30, 2025, at the Loews Royal Pacific Resort in Orlando, Florida. This four-day industry-leading event brings together contact center and customer service professionals from around the globe to explore cutting-edge solutions, share best practices, and network with peers.
The conference has established itself as the go-to destination for anyone serious about elevating their contact center operations and staying competitive in an increasingly complex customer experience landscape.
What makes ICMI 2025 truly special is its focus on real-world applications and peer insights, featuring case studies from market-leading companies. The event offers an impressive lineup of expert-led sessions covering trending topics such as AI and automation integration, hybrid workforce management, and operational best practices.
Attendees will have access to inspiring keynotes, hands-on workshops, and an expansive expo floor showcasing the latest contact center technologies. I’m particularly excited about the networking opportunities: there’s something powerful about being in a room with professionals who understand your challenges and are eager to share solutions that have worked for them.
Relevance of ICMI 2025
ICMI 2025 couldn’t come at a more crucial time for our industry. The contact center landscape is undergoing rapid transformation, driven by artificial intelligence, changing customer expectations, and the ongoing evolution of remote and hybrid work models.
This conference serves as a critical hub where professionals can navigate these changes together, learning from both successes and failures. I believe that attending events like ICMI 2025 is essential for any organization that wants to remain competitive and deliver exceptional customer experiences in today’s fast-paced environment.
The relevance of ICMI 2025 extends beyond just keeping up with trends, it’s about shaping the future of customer service. This event provides a unique platform for benchmarking your operations against industry leaders, discovering innovative technologies before they become mainstream, and building relationships with partners who can help you achieve your strategic goals.
For me personally, these conferences have been instrumental in expanding my perspective and bringing fresh ideas back to our team at Redial BPO. The knowledge exchange that happens at ICMI 2025 creates ripple effects throughout the industry, influencing how millions of customer interactions are handled every single day. That’s why I’m so passionate about our participation and encourage everyone in the contact center space to consider attending.
I’m proud to say that our attendance at ICMI 2025 reflects our commitment to continuous improvement and thought leadership in the BPO space. We’re not just attending to observe, we’re coming to engage, learn, and share our insights on creating contact center operations that truly make a difference.
What sets Redial BPO apart is our holistic approach to contact center excellence. We understand that technology is only as good as the people using it, which is why we invest heavily in agent training, quality assurance, and creating work environments where teams can thrive.
I’m incredibly proud to share that this commitment has been recognized, we’re finalists in the ICMI Awards for Best Contact Center Culture, a testament to how we prioritize our people and create environments where excellence flourishes. Our experience with AI integration, omnichannel support, and workforce optimization aligns perfectly with the themes being explored at ICMI 2025.
I’m excited to discuss how we’ve helped clients achieve significant improvements in customer satisfaction, first-call resolution, and operational efficiency. If you’re looking for a BPO partner that combines strategic thinking with flawless execution, I invite you to stop by and chat with our team at the conference.
5. Meet the Redial BPO Team at ICMI 2025
I’m incredibly excited to announce that Redial BPO will have an exceptional team presence at ICMI 2025. You’ll have the opportunity to meet Elder Gonzalez, our VP of Client Services, who brings deep expertise in building and maintaining strategic client relationships. Michelle Castillo, our EVP of Operations, will be there to discuss operational excellence and how we’ve scaled our services while maintaining quality. I’ll be representing our marketing efforts and would love to connect with you about industry trends and content strategies that resonate with contact center professionals.
Additionally, our team includes Chris Heil, Managing Partner, who can speak to the strategic vision and growth trajectory of Redial BPO. Rick Quinones, our Continuous Improvement Manager, will be available to discuss process optimization and how we implement best practices that drive measurable improvements.
This diverse leadership team represents the full spectrum of our capabilities, from strategic planning to day-to-day execution. Each of us brings unique perspectives and experiences, and we’re all passionate about sharing what we’ve learned while learning from you. Don’t hesitate to approach any of us, we’re friendly, approachable, and genuinely interested in having meaningful conversations about the challenges and opportunities facing our industry today.
1. What is ICMI 2025?
ICMI 2025 is a leading contact center conference and expo, bringing together professionals from around the globe to share best practices and innovations in customer service.
2. When and where will ICMI 2025 take place?
The event is scheduled for October 27-30 at the Loews Royal Pacific Resort in Orlando, Florida.
3. Why is Redial BPO attending ICMI 2025?
We are attending to showcase our expertise, learn from industry leaders, and strengthen our service offerings through collaboration and innovation.
4. Who from Redial BPO will be at the event?
Our team includes Elder Gonzalez, Michelle Castillo, myself (Emmanuel Angeles), Chris Heil, and Rick Quinones, all industry experts ready to connect.
5. How can I meet Redial BPO at ICMI 2025?
You can meet us by visiting our booth during the conference or joining the networking sessions where our team members will be available for discussions.
Hey! I’m Emmanuel Ángeles, Marketing Manager at Redial BPO. I focus on building strategies and creating content that connects brands with their customers. With over 10 years of experience in digital marketing and communications, I’ve learned that what I enjoy most is telling stories that show how the right strategy (and the right team) can truly transform a business.
