The New BPO Playbook: How Winning Companies Use Outsourcing to Drive Growth
The old BPO and outsourcing playbook was straightforward—find a provider who could handle customer service calls for less money than it costs to do it in-house, sign a contract, and watch the expense line drop by 15–20%. Clean, straightforward, and completely obsolete. Organizations still approaching business process outsourcing (BPO) as purely a cost-cutting exercise are […]
Balancing People, Process & AI: The Future of BPO with Andrew Griffiths
Welcome to The Amplitude of Tech podcast, produced by Amplix, where we bring together technology thought leaders and enterprise executives to explore the forces reshaping customer experience. In this episode, Shawn Cordner sits down with Andrew Griffiths, EVP of CX & BPO Advisory at Outsource Consultants, to discuss the evolving role of business process outsourcing […]
Rethinking IT Talent: Why Smart Companies Are Building Agile Teams, Not Just Bigger Ones
Technology underpins nearly every business function, and the growing gap in IT talent is more than just an HR issue—it’s a strategic risk. Companies of all sizes are grappling with how to meet rising demands for digital innovation, cybersecurity, and operational resilience while facing a shrinking pool of qualified tech professionals. This challenge is not […]
Scaling Smarter: How DailyPay Transformed CX and Cut Costs by Over $1M
Overview DailyPay, a fast-growing fintech company and leader in On-Demand Pay, faced significant contact center inefficiencies while scaling to support an exponentially increasing customer base. With 500+ agents across multiple global BPOs and support channels, including chat, email, phone, and social, DailyPay struggled with high contact volumes, inconsistent quality assurance, and rising operational costs. The […]
Enhance Your Customer Experience Through Outsourcing
Customers want accurate information as quickly as possible. This is not news, but a trend that has emerged over the past 10 years in the contact center industry and is often overlooked: customers care less about who provides the information as long as it is accurate. Technology has enabled customers to get the information they […]
Forecasting Customer Experience Trends Over the Next Year
Just like that 2024 is upon us and while looking back at 2023 can help us understand what to expect with CX in the new year, it can also hinder our thinking. While we dive into what new trends and technology we will see, it is great to understand what won’t change in the contact […]
Elevate Your Customer Experience with Outsourcing
The new year is here, and with it will come changes that we haven’t even thought of yet. What we do know is that the labor shortage is not going away, especially for those of us in the contact center world. Elevating your customer experience while reducing labor costs may seem like a contradiction, however, […]
10 Reasons to Consider Outsourcing Your Contact Center
Some decisions come easy in the contact center while others require a good deal of attention and thought. The latter seems to be more and more common for businesses. The contact center is a profit center, at least when optimized and running correctly. While the labor shortage has caused more companies to consider Business Process […]
Is Outsourcing Right for Your CX Strategy?
With the current labor shortages in the contact center becoming the norm, there has been an increased interest in outsourcing. While some companies are looking to add to their current outsourcing model, there are many businesses considering outsourcing for the first time. John Glantz, VP of CX Transformation & Outsourcing recently broke down the current […]
Solving the Contact Center Labor Shortage: How Outsourcing Can Help Improve CX
One of the biggest concerns with the labor shortage in the contact center industry is that it will negatively impact customer experience. However, the opposite is often true, as an increase in customer experience can result from efforts to address the labor shortage. Contact center leaders are among the hardest working people on the planet, […]