(4:43 Video) Immersive and Empathy-Focused Training Strategies for BPO Success “You want the BPO and the thousands of people working on a contract to buy into your company's mission and vision truly. While that might sound high-level, it’s very pragmatic. It starts with learning and development. It’s about building things in a way that’s both empathetic and practical. Call it empathy, call it embedding practical learning into their brains, so it becomes second nature.” - Peter Mullen