Blog

August 7, 2025

The Flexibility Factor: Why Mid-Market BPOs Outmaneuver Big-Box Providers

Still picking BPOs like it’s 2018? Biggest name, safest bet, hope for the best? That logic is not only outdated, it’s a danger to your business. The truth? […]

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BPO Industry, BPO Partner Selection, CX Strategy, Outsourcing Strategies

August 4, 2025

How AI is Reshaping CX: Real-World Tools, Trends, and Transformation

There’s been no shortage of hype around AI in contact centers. But for most CX leaders, the real challenge isn’t deciding whether to adopt AI. It’s knowing how […]

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BPO Industry, Call Center Management, Company News, CX Strategy, News & Insights

June 23, 2025

Why Lima’s On Everyone’s Radar: The CX Case for Peru Call Centers

With a compelling blend of cost competitiveness, robust English skills, and significantly lower market saturation, Peru is swiftly becoming the strategic nearshore choice for businesses aiming to optimize […]

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BPO Industry, BPO Partner Selection, Call Center Management, Cost Savings, Customer Service, CX Strategy, Nearshore Outsourcing, News & Insights

June 5, 2025

The Emotion AI Edge: How Valence Is Rewriting Contact Center Quality

In our latest episode of the OC CX Impact Series, Outsource Consultants’ Tom Luther sat down with Chloe Duckworth, Co-Founder and CEO of Valence AI, to explore a […]

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BPO Industry, Call Center Management, Cost Savings, Customer Service, CX Strategy

The OC-CX Impact Series, Bonnie Landiverde and Tom Luther delve into how conversational AI is transforming the BPO landscape.

June 3, 2025

Beyond Bots: How BPOs Can Win with AI for Human-Led AI

The Big Idea: AI Isn’t Replacing Agents—It’s Elevating Them In this episode of the OC CX Impact Series, Bonnie Landaverdy and Tom Luther delve into AI for BPOs, […]

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News & Insights

May 22, 2025

HCCT 2025 Preview: Healthcare CX Tips from Atlanta

This post was written by Outsource Consultants’ CX Advisor, Rick Monro If you lead patient access, contact center, or RCM operations in a healthcare setting, HCCT 2025 isn’t […]

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BPO Industry, BPO Partner Selection, Call Center Management, Cost Savings, Customer Service, CX Strategy

May 15, 2025

The Talent Tug of War: Keys to a Top BPO Hiring Strategy

In today’s saturated CX landscape, where clients expect scale, quality, and retention on day one, winning business starts long before go-live. It starts with an intelligent BPO hiring […]

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BPO Industry, BPO Partner Selection, Cost Savings, CX Strategy

May 7, 2025

High-Touch, High-Performance: The Quality Advantage of Mid-Market BPOs

Stop believing the lie that great CX has to be huge budgets, huge vendors. The “more expensive is better” mindset? That’s legacy thinking which has given people bloated […]

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BPO Industry, BPO Partner Selection, CX Strategy, News & Insights, Outsourcing Strategies

Rick Monro Attending WFH Alliance in St. Paul

April 30, 2025

2025 WFH Alliance Preview: What CX Leaders Are Really Talking About

(*This post was written by Outsource Consultants’ CX Advisor, Rick Monro) If you lead a distributed CX or support team, the 2025 Work From Home Alliance Leadership Exchange […]

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BPO Industry, Company News, Cost Savings, Customer Service, CX Strategy, Outsourcing Strategies