Jose Paz is the founder and CEO of Startups BPO. He is based in Tegucigalpa, Honduras.

Jose has been living and breathing BPO recruitment for many years. In this conversation with Peter Ryan he explores CX recruitment trends in Honduras and the wider nearshore US area.

What are agents expecting when they apply for CX jobs in the 2020s and what is the reality? How can modern CX brands be creating real careers in CX? How is skills-based hiring changing BPO and CX recruitment? How is AI changing the way that companies hire?

https://www.linkedin.com/in/jose-paz-8883b968/

https://www.startupshonduras.com/

Claas van Delden is the Chief Growth Officer at yoummday. He is based in Munich, Germany.

Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care freelancers available.

Mark Hillary called Claas to talk about the issues around providing support to customers in multiple languages and whether the platform-based appproach is replacing the more traditional multilingual hubs used by BPO companies...

Claas talks about this specific question and outlines how Gig CX really works in this interview.

https://www.linkedin.com/in/claas-van-delden-b7b3b2/

https://www.yoummday.com/en

CX Report 2025: https://business.yoummday.com/en/yoummday-cx-report-2025

Ted Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica.

Ted has spent years researching CX. He recently joined Teleperformance and Mark saw a LinkedIn update with this new job title focusing on customer success and value add.

Mark called Ted to discuss this idea. How can BPOs put business success on the table and talk to clients about how to add value in the customer relationship - rather than the usual focus on the cost to serve customers?

What more can companies get from all those customer interactions?

https://www.linkedin.com/in/tnardin/

https://teleperformance.com/