by Michael Replogle | Jun 3, 2025 | Blogs
A big question organizations face when optimizing (or building out) a BPO strategy: Do you consolidate operations with a single provider or distribute them across multiple partners? There’s no universal right answer, but there are good ideas … and bad ones. If you’re...
by Michael Replogle | Apr 22, 2025 | Blogs
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...
by Michael Replogle | Apr 20, 2025 | Blogs
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 at a...
by Michael Replogle | Apr 11, 2025 | Blogs
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...
by Michael Replogle | Apr 3, 2025 | Blogs
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...
