News & Insights

May 26, 2026

Why Specialty Practices Keep Losing Good Staff (and What to Do About It)

Imagine the person you spent six months training just put in their notice. The situation. Your prior auth specialist just put in her notice. Third resignation this quarter […]

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BPO Industry, BPO Partner Selection, Customer Service, CX Strategy, News & Insights

April 29, 2026

Proposed FCC Regulations & the Reshoring Conversation Contact Center Leaders Need to Have

A Policy Shift Worth Watching For years, the conversation around call center reshoring lived mostly in congressional hallways, showing up as a bill that got reintroduced every session […]

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BPO Industry, CX Strategy, News & Insights

April 21, 2026

The 2026 BPO Data Most Companies Are Missing When They Benchmark Costs

Picture this: you’re a VP of Customer Service who spent the better part of last quarter evaluating BPO partners. You got multiple quotes, compared providers side by side, […]

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

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 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 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

November 10, 2025

Outsource First, Automate Second: A Practical Roadmap for Specialty Healthcare Operations

“Outsource First, Automate Second” has become the essential roadmap for specialty healthcare operations. The situation. Acquisitions left you with a patchwork. Each location came in with its own […]

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BPO Industry, BPO Partner Selection, Cost Savings, CX Strategy, News & Insights

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

November 4, 2025

The Amplitude of Tech: Balancing People, Process & AI

Amplitude of Tech welcomed Andrew Griffiths of Outsource Consultants for a practical conversation with Shawn Cordner, CMO at Amplix. They covered what BPO really means, how AI is […]

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Company News, CX Strategy, News & Insights

October 14, 2025

Branch Closures Aren’t Just Real Estate Decisions: How to Reinvent CX as the Physical Footprint Shrinks

Banks are closing branches faster than ever, but most are forgetting what those closures really disrupt. For many customers, a branch is still the most reliable touchpoint they […]

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BPO Partner Selection, Customer Service, CX Strategy, News & Insights, Outsourcing Strategies