BPO Industry

December 9, 2024

Wish Your BPO Did More with Technology? | BPO Health Check

A mismatch between a company’s technology strategy and its BPO partner’s approach creates significant challenges. Some partners overstep, pushing their own tech roadmap and sidelining your CX goals. […]

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BPO Industry, BPO Partner Selection, News & Insights

December 4, 2024

The Bald + The Beard | Episode 4: Debunking CFO CX Myths

In the fourth episode of The Bald + The Beard, hosts Tom Luther and Andrew Griffiths delve into the complex dynamics between CX leaders and CFOs. This episode […]

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BPO Industry, BPO Partner Selection, Cost Savings, Customer Service, News & Insights, Outsourcing Strategies

October 25, 2024

Your Guide to Successful Contract Renegotiations | BPO Health Check

What is the ‘BPO Health Check’ Series? In today’s CX world, businesses rely on BPO partners to deliver great customer experiences. But with AI evolving and customer expectations […]

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BPO Industry, Outsourcing Strategies

October 14, 2024

The Bald + The Beard | Episode 3: The Myth of Standalone CX AI

In the third episode of The Bald + The Beard, hosts Tom Luther and Andrew Griffiths tackle one of the most pervasive myths in the CX space: that […]

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

October 3, 2024

Guatemala: Your Next Call Center Haven

Nestled in Central America, Guatemala is a country rich in history, culture, and natural beauty. Bordering Mexico to the north and Belize to the east, Guatemala offers a […]

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BPO Industry, BPO Partner Selection, Nearshore Outsourcing, News & Insights

Politics as Usual? Why the 2020 Election Demands a New Approach to Call Center Procurement

September 7, 2024

Politics as Usual? Why the 2024 Election Demands a New Approach to Call Center Procurement

It’s not up for debate—the 2024 election season is upon us, and November 3rd will be here before you know it. So what does your political call center […]

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BPO Industry

September 5, 2024

BPO Rate Hikes on the Table? Here’s How to Respond | BPO Health Check

What is the ‘BPO Health Check’ Series? We understand that the world of BPO partnerships isn’t always sunshine and rainbows. There are challenges, hurdles, and those inevitable tough […]

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BPO Industry, Call Center Management, News & Insights, Outsourcing Strategies

Tom Luther and Andrew Griffiths discuss AI CX strategies in an Outsource Consultants webinar.

August 20, 2024

From Sci-Fi to CX Reality: Making AI Promises Come True

In our recent webinar “From Sci-Fi to CX Reality,” hosts Tom Luther and Andrew Griffiths (The Bald and The Beard) delve into the transformative journey of artificial intelligence […]

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BPO Industry, Cost Savings, News & Insights, Outsourcing Strategies

August 15, 2024

Your BPO Partner Missed Key KPIs – How to Address It | BPO Health Check

What is the ‘BPO Health Check’ Series? We understand that the world of BPO partnerships isn’t always sunshine and rainbows. There are challenges, hurdles, and those inevitable tough […]

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BPO Industry, Call Center Management, News & Insights

August 8, 2024

Help! Leveraging BPOs and Technology for Superior Customer Experience

Hosted by Rob Dwyer, Next in Queue features customer experience, contact center, customer support, customer success, training, leadership, and technology experts and practitioners from around the globe. From […]

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BPO Industry, BPO Partner Selection, Call Center Management, Cost Savings, Customer Service, News & Insights