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...
by Michael Replogle | Mar 27, 2025 | Blogs
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, ISO...
by Michael Replogle | Feb 6, 2025 | Blogs
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...
