Blog

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

October 7, 2025

Why Spring Break Is the Ultimate Stress Test for Travel CX Leaders

Spring Break and Easter 2026 will bring one of the biggest travel surges of the year. But what most travel brands aren’t planning for is what that surge […]

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

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 That logic is not only outdated, it’s a danger to your business.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

The OC-CX Impact Series, Bonnie Landiverde and Tom Luther delve into how conversational AI is transforming the BPO landscape.

June 3, 2025

Beyond Bots: How BPOs Can Win with AI for Human-Led AI

The Big Idea: AI Isn’t Replacing Agents—It’s Elevating Them In this episode of the OC CX Impact Series, Bonnie Landaverdy and Tom Luther delve into AI for BPOs, […]

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News & Insights