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 […]
Blog
March 25, 2026
UnLuck Your CX: Drive Faster Business Outcomes Without New Budget
A recap from the CX on the Rocks Collective Solutions Series with Kate Brouse and Andrew Griffiths of Outsource Consultants. In our latest CX on the Rocks Solutions […]
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 […]
March 5, 2026
AI Chatbots Are Now the #1 Health Tech Hazard. What That Means for Your Contact Center.
ECRI just ranked AI chatbot misuse the #1 health technology hazard of 2026. Here is what that means for healthcare CX leaders deploying patient-facing scheduling, billing, and triage bots.
March 2, 2026
How to Stay Sticky After the Sale: The Outsourcing Advantage
For technology vendors, especially those selling into customer support and contact center operations, the real battle often begins after the contract is signed. Despite strong onboarding plans and enablement resources, many platforms see their impact and expansion potential stall in the months that follow.
January 20, 2026
The Invisible Budget: How Consultants Are Funding Transformation Without New Approvals
If you’re a CX leader under pressure to reduce costs while improving outcomes, you’re not alone. The default move is often to outsource as a compromise; a necessary […]
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 […]
December 9, 2025
Taming Knowledge Chaos in the Contact Center: Why ScreenSteps Is Redefining Agent Readiness
A recap from the OC CX Impact Series with Tom Luther, VP of CX & BPO Advisory at Outsource Consultants, and Greg DeVore, CEO of ScreenSteps. In our […]
November 11, 2025
Not Your Fault, Still Your Problem: Customers Blame You When Outages Occur
On October 20, 2025, an AWS outage in the US-EAST-1 region disrupted airline check-in systems, mobile apps, and self-service kiosks at major carriers such as United Airlines and […]
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 […]