Outsourcing Strategies

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

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

June 25, 2024

Belize’s BPO Industry: A Look at Growth, Talent, and Cost Savings

Introduction to Belize Call Centers Belize, a country nestled in Central America, has emerged as one of the region’s fastest-growing economies. This growth is partly fueled by the […]

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BPO Industry, BPO Partner Selection, Cost Savings, Nearshore Outsourcing, Outsourcing Strategies

June 10, 2024

5 Things Your Call Center BPO Partner Should Be Doing

Technology has rapidly advanced the customer experience (CX) landscape for BPO call center operations. While traditional telesales that began more than a generation ago remain in use, numerous […]

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Customer Service, At-Home Agents, BPO Industry, BPO Partner Selection, Call Center Management, Cost Savings, Nearshore Outsourcing, Offshore Outsourcing, Outsourcing Strategies, Selling a Call Center

Tom and Andrew of The Bald and The Beard exploring common outsourcing myths in their latest episode.

May 14, 2024

The Bald + The Beard | Episode 2: Debunking MORE Outsourcing Myths

In the second episode of The Bald + The Beard, hosts Tom Luther and Andrew Griffiths continue their exploration of outsourcing in the customer experience (CX) sector, this […]

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

Call center leader reviewing CX metrics on laptop.

April 18, 2024

How to Enhance CX Metrics Strategically

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. We encourage you to check it […]

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BPO Partner Selection, Call Center Management, Cost Savings, Outsourcing Strategies

April 15, 2024

Don’t Drop the Call: A Guide to Political Call Center Procurement

(*TLDR — 2024’s election season has a handful of distinct challenges — which we detailed here. But, this blog focuses on 3 essentials for political call center procurement […]

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BPO Industry, BPO Partner Selection, Outsourcing Strategies