by Michael Replogle | Jun 10, 2025 | Blogs
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...
by Michael Replogle | Jun 9, 2025 | Blogs
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 forecast...
by Michael Replogle | Jun 7, 2025 | Blogs
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...
by Michael Replogle | Jun 5, 2025 | Blogs
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 already...
by Michael Replogle | Jun 3, 2025 | Blogs
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 and...
