The best BPO strategy is highly dependent on your context. What works for a fintech scaling fast in three languages is not what works for a retail brand navigating thin margins and high turnover. And neither of those strategies fits a healthcare org with HIPAA...

If you asked me what’s broadly the best strategy for reducing outsourcing risks without overcomplicating operations with multiple vendors, I’d say go with a single vendor in multiple geographies. In CX outsourcing, location is leverage. Geographic diversification...

  When people talk about operational intelligence in outsourcing, they jump straight to dashboards: 🔹 Predictive analytics 🔹 Real-time visibility 🔹 AI-driven insights That’s not where it starts. That’s where it ends — if you choose the right partner. True...

Most organizations enter CX outsourcing conversations with a single goal in mind: cutting costs. That’s fair. Labor arbitrage, overhead reduction, and operational streamlining are real, tangible benefits of outsourced CX. But this mindset treats outsourcing...

  Pressure doesn’t crack organizations. It reveals the cracks already there. When a contact center buckles under pressure from seasonality, client demands, regulatory shifts, or an unexpected outage, it’s not about the stressor. It’s about the systems — or...

You don’t need to banish vendor competition to keep operations smooth. But you don’t need 10 BPO vendors to create accountability. There’s a very productive middle ground I’d love to see more folks exploring with Champion-Challenger models. 🔷 Champion: Handles the...

  Operational intelligence isn’t a dashboard. It’s not your BI platform. And it’s not just AI doing clever things in the background. Operational intelligence is what your BPO partner brings to the table before a contract is signed — and long after a WFM...

  Too often, “customer-first” means “agent-last.” 😑 It doesn’t have to be that way. I’ve consulted with CX orgs where every metric was tied to customer satisfaction, but agent turnover was out of control. Why? Because leadership was managing the customer...

  Last month, I polled your biggest concerns with AI in healthcare contact centers. The results tell a story, but it’s not really about AI. It’s about readiness. Here’s my perspective. AI adoption doesn’t make your team strategic. It reveals whether they...

  Too many CX strategies chase moments of delight. 🙅 Surprise perks (that customers don’t need or even want) 🙅 Swag (ad junk) 🙅 One-time discounts (that expire before they really become useful) 🙅 Personalized messages and empathy (that are obviously scripted...