BPO Industry

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

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

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

August 21, 2025

How Mid-Market BPOs Deliver Powerful Cost Savings Without the Trade-Offs

You need to cut CX costs. But not at the expense of service quality, customer trust, or your team’s sanity. Most outsourcing options force a trade-off. Lower prices […]

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BPO Industry, BPO Partner Selection, CX Strategy

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 That logic is not only outdated, it’s a danger to your business.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

July 22, 2025

Fast, Nimble, and Always On: The Responsiveness Edge of Mid-Market BPOs

In CX, speed is everything. When priorities shift overnight, delayed execution doesn’t just slow things down. It puts revenue, reputation, and customer loyalty at risk. Enterprise BPOs often […]

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BPO Industry, BPO Partner Selection, CX Strategy

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