Gainshare is a mindset shift. Most of my clients have never even heard of it before working with me — and if they have, it’s usually framed as a punitive mechanism rather than a partnership model that rewards innovation as much as basic compliance. Most...

You want a BPO partnership that brings ideas to the table — not just agents to the queue. When you put a gainshare model in place, you stop incentivizing shortcuts and start accelerating ideas, solutions, and real operational value creation. I remember leading CX...

Health insurance providers are facing a perfect storm. They need to efficiently manage high call volumes, ensure compliance, and deliver exceptional customer experience while keeping operational costs in check. Nowhere is this challenge more pronounced than during...

The healthcare industry’s open enrollment period has traditionally been a staffing challenge, requiring BPOs to scale labor-intensive support to handle complex inquiries, plan transitions, and policy clarifications. With new digital solutions, the equation is...

Time is running out for health insurance providers who still need to lock in a BPO partner for 2025’s open enrollment period (OEP). But if you’re still evaluating options, make sure you’re asking the right questions: ❓ 𝗔𝗿𝗲 𝘁𝗵𝗲𝘆 𝗳𝘂𝗹𝗹𝘆 𝗰𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝘁? HIPAA, SOC2, PCI,...

Taking a “wait and see” approach to AI isn’t a good idea. Most decision-makers know this, but they’re not sure how to make AI work for their operations. The possibilities are endless, as are the risks. I’ve worked with close to 100 BPO firms, and I’ve seen how...

Yep. Change is in the air as we step into 2025. We have a lot to prepare for and plenty to look forward to in the months ahead. 🔹 Hyper-personalization is more important than ever, but it’s also faster and easier to implement than ever. At least, it is with the...

Early in my career, I thought solving problems meant taking charge. 💪 It doesn’t. Without trust, even the best solutions fall apart. Winning over minds and hearts — especially at the frontline — is how you create lasting change. Here’s what I wish I’d known then....

The law of reciprocity is real. When we made giving back to our community a real priority, we achieved better business outcomes than anyone ever expected. ✨ 1,300 to over 13,000 volunteer hours ✨ 18 community awards ✨ Measurable rise in engagement and employee...

Management might be something you can learn from a book. But leadership? I don’t know — maybe I just haven’t found the right book yet. I’ve read a lot of them, I’ve sat through my fair share of corporate seminars, skimmed the trendy articles, and watched the TED...