Nathan Muniz is the founder and owner of 247Secretary.com. The business is based in Florida, USA, but has contact center operations in the Philippines.

Nathan talked to Mark Hillary from the floor of his contact center on his approach to telling the world about his business.

He walks the floor and talks to real people doing their job. No studio. No scripts. No "AI transformation" buzzwords. Just real agents, real calls, and real insight. And here's the uncomfortable truth:

That raw, unfiltered content is doing more for his pipeline than most enterprise marketing teams with million-dollar budgets. Prospects are literally saying: "ChatGPT told us to talk to you."

Let that sink in.
While everyone else is using AI to churn out generic content, Nathan is using reality to train the AI engines.

Authenticity is the key word here. Nathan lets people see his business up close and the online viewers love it, but the AI audience is even more important - because these AI tools are telling people about Nathan's business.

https://247secretary.com/

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

Summary:

Mark Hillary and Peter Ryan discuss Nathan Muniz's innovative marketing strategy for his BPO, 247Secretary.com, in the Philippines. Nathan's approach involves posting authentic, behind-the-scenes videos on LinkedIn, which has attracted clients through AI recommendations like ChatGPT. This transparency has led to significant engagement and new leads without traditional lead generation efforts. Nathan emphasizes the importance of showing legitimacy, especially for offshore BPOs, and highlights the value of original content over glossy marketing. He also notes the ongoing demand for human agents despite AI hype and advises businesses to be transparent about their operations to build trust and credibility.

Gary Slade is the Chief Commerical Officer at TP EMEA. He has many years of BPO and CX experience and he previously led the UK/Ireland operation at TP as CEO.

In this conversation with Mark Hillary, Gary is talking about BPO stability and how this is becoming an important new measurement that companies need to focus on. If you are looking for a BPO partner then how do you know if they will still be around in 5 years? There is so much M&A activity, Private Equity takeovers, and BPOs that rely on a single client or geography... how can you be sure that you are choosing a reliable partner who can support your future growth plans?

Is stability becoming the new BPO battleground?

https://www.linkedin.com/in/garyslade1/

https://www.tp.com/

Summary:

Mark Hillary and Peter Ryan discuss the importance of stability in Business Process Outsourcing (BPO) services, highlighting Gary Slade's (TP EMEA CCO) views on the shift from cost to reliability. They note the volatility in geopolitics and fuel crises, which emphasize the need for BPOs to be resilient and financially stable. Slade emphasizes the importance of geographic diversity, industry experience, and technological investment. He also discusses the impact of private equity on service quality and the need for total cost of ownership considerations. The conversation concludes with the importance of BPOs demonstrating long-term stability and adaptability to future disruptions.

In this episode of CX Files, Peter Ryan speaks with Sarah Leff about Interact CC's expansion into South Africa's Eastern Cape, exploring why the region is emerging as a compelling alternative to traditional CX hubs like Cape Town and Johannesburg. Leff explains that while South Africa has long been a natural partner for UK-based customer experience delivery - thanks to cultural alignment, language, and time zone compatibility - the Eastern Cape offers a distinct advantage: significantly lower attrition, abundant untapped graduate talent, and greater cost stability.

The conversation highlights how Interact's people-centric, employee-owned model aligns well with a region where jobs are valued as long-term careers rather than stepping stones, resulting in stronger engagement and performance. Together, they argue that as CX buyers move beyond cost-driven outsourcing toward value, resilience, and talent quality, newer locations like the Eastern Cape represent the next evolution of Africa's role in global service delivery.

https://www.linkedin.com/in/sarah-leff-5338124/

https://interactcc.com/

Summary:

Mark Hillary and Peter Ryan discuss the expansion of Interact Contact Centers into the Eastern Cape Province in South Africa. Sarah Leff, Managing Director of Interact Global, explains the decision to set up in the Eastern Cape due to lower attrition rates (15-25%) compared to other hubs like Cape Town, Durban, and Johannesburg (30-40%). The region offers a highly educated workforce, neutral accents, and lower costs. Interact's new site in Port Elizabeth employs around 100 people, with plans to scale up. The company values its people-centric approach and strong client partnerships, which have lasted over a decade.