Call Center Management

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

August 15, 2024

Your BPO Partner Missed Key KPIs – How to Address It | 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

August 8, 2024

Help! Leveraging BPOs and Technology for Superior Customer Experience

Hosted by Rob Dwyer, Next in Queue features customer experience, contact center, customer support, customer success, training, leadership, and technology experts and practitioners from around the globe. From […]

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BPO Industry, BPO Partner Selection, Call Center Management, Cost Savings, Customer Service, News & Insights

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 3, 2024

Why the Philippines (Still) Remains a Top Outsourcing Destination

Let’s start from the start. The History of Outsourcing in the Philippines It’s easy to take for granted the supremacy of the Philippines as a call center outsourcing […]

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BPO Industry, BPO Partner Selection, Call Center Management, News & Insights, Offshore Outsourcing, Philippines

March 28, 2024

The Bald + The Beard | Episode 1: Debunking Outsourcing Myths

In the inaugural episode of The Bald + The Beard, hosts Tom Luther, Director of Channel Partnerships and Andrew Griffiths, VP of CX Partnerships and Outcomes, at Outsource […]

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

Business person sitting in front of a crystal ball predicting 2024 trends.

January 3, 2024

2024 Predictions for Call Center Outsourcing

Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. At Outsource Consultants, we’re committed to providing informed insights, […]

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BPO Industry, Call Center Management, News & Insights

December 21, 2023

Giving Thanks for Operational Peace: The Unseen Heroes in BPO During the Holidays

No one is more excited for the ongoing holiday breaks than you – but, as a call center leader, the holidays often spell operational anxiety too. This time […]

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BPO Industry, Call Center Management, News & Insights