Blog

April 6, 2026

No-Show, No-Revenue: Why Patient Ghosting Is a Contact Center Problem

Studies show that no-show rates in healthcare typically range between 15 and 30 percent. In primary care settings, that number can climb as high as 50 percent. In […]

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BPO Industry, BPO Partner Selection, CX Strategy

March 30, 2026

The Bald + The Beard | Episode 5: Outsourcing: Myth vs Reality

In the fifth episode of The Bald + The Beard, hosts Tom Luther and Andrew Griffiths kick off 2026 by taking on the wave of CX predictions flooding […]

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BPO Industry, CX Strategy, News & Insights

March 25, 2026

UnLuck Your CX: Drive Faster Business Outcomes Without New Budget

A recap from the CX on the Rocks Collective Solutions Series with Kate Brouse and Andrew Griffiths of Outsource Consultants. In our latest CX on the Rocks Solutions […]

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BPO Industry, BPO Partner Selection, CX Strategy

March 18, 2026

AI Financial Fraud Is Getting Scarily Convincing and Your Contact Center Is the Last Line of Defense

Fraud tactics are evolving quickly, but the bigger challenge for fintechs and banking organizations is how support teams respond when those scams reach the contact center. While new […]

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BPO Industry, Call Center Management, Customer Service, CX Strategy, News & Insights

March 2, 2026

How to Stay Sticky After the Sale: The Outsourcing Advantage

For technology vendors, especially those selling into customer support and contact center operations, the real battle often begins after the contract is signed. Despite strong onboarding plans and […]

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CX Strategy, Outsourcing Strategies

January 20, 2026

The Invisible Budget: How Consultants Are Funding Transformation Without New Approvals

If you’re a CX leader under pressure to reduce costs while improving outcomes, you’re not alone. The default move is often to outsource as a compromise; a necessary […]

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BPO Industry, Cost Savings, CX Strategy

January 12, 2026

If You Sell CX at Conferences, These 5 Budget Blockers Are Killing Your Deals

If you’re a CX seller, tech partner, consultant, or referral connector working the in-person event circuit, you’re not showing up for business cards and branded socks. You’re there […]

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CX Strategy, News & Insights

December 9, 2025

Taming Knowledge Chaos in the Contact Center: Why ScreenSteps Is Redefining Agent Readiness

A recap from the OC CX Impact Series with Tom Luther, VP of CX & BPO Advisory at Outsource Consultants, and Greg DeVore, CEO of ScreenSteps. In our […]

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

November 11, 2025

Not Your Fault, Still Your Problem: Customers Blame You When Outages Occur

On October 20, 2025, an AWS outage in the US-EAST-1 region disrupted airline check-in systems, mobile apps, and self-service kiosks at major carriers such as United Airlines and […]

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BPO Industry, BPO Partner Selection, Customer Service, CX Strategy

November 5, 2025

Symplicity Conversations: Redefining Outsourcing with Human Touch

In the latest episode of Symplicity Conversations, Outsource Consultants’ Andrew Griffiths unpacks how brands can blend AI and human talent to close the experience chasm, the gap between […]

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Company News, CX Strategy, News & Insights