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

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 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

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

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

May 7, 2025

High-Touch, High-Performance: The Quality Advantage of Mid-Market BPOs

Stop believing the lie that great CX has to be huge budgets, huge vendors. The “more expensive is better” mindset? That’s legacy thinking which has given people bloated […]

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

selecting-us-call-center-domestic-service

April 2, 2025

Selecting US Call Centers: What to Know Before You Sign the Contract

Find the best US onshore call center for customer service. Learn to assess reputation, performance, and cost to boost your domestic support efforts.

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

March 17, 2025

Is Outsourcing Really Cheaper Than Internal?

Let’s be real, running customer support operations today is a headache. Customers expect 24/7 availability and seamless omnichannel experiences. That means complex tech, specialized skills, and the constant […]

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