CX Strategy

September 16, 2025

AI in Healthcare Contact Centers: What’s Real, What’s Not, and What to Do First

AI is everywhere in healthcare conversations right now. Every conference, webinar, and vendor pitch seems to promise the same thing: lower costs, fewer staffing problems, happier patients, and […]

Full Story

Customer Service, CX Strategy, News & Insights

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 […]

Full Story

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 That logic is not only outdated, it’s a danger to your business.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

Full Story

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 […]

Full Story

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 […]

Full Story

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 […]

Full Story

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 […]

Full Story

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

June 2, 2025

The PE-Backed Practice Playbook: How to Exceed Your PE’s Thesis When the Market Gets Harder

This is a PE playbook. You are not in PE. So why are you reading it? Because PE owns the platforms you compete with. PE may own the […]

Full Story

BPO Industry, BPO Partner Selection, Cost Savings, CX Strategy, 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 […]

Full Story

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 […]

Full Story

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