by Michael Replogle | Jun 24, 2025 | Blogs
The best BPO strategy is highly dependent on your context. What works for a fintech scaling fast in three languages is not what works for a retail brand navigating thin margins and high turnover. And neither of those strategies fits a healthcare org with HIPAA...
by Michael Replogle | Jun 17, 2025 | Blogs
If you asked me what’s broadly the best strategy for reducing outsourcing risks without overcomplicating operations with multiple vendors, I’d say go with a single vendor in multiple geographies. In CX outsourcing, location is leverage. Geographic diversification in...
by Michael Replogle | Jun 13, 2025 | Blogs
When people talk about operational intelligence in outsourcing, they jump straight to dashboards: 🔹 Predictive analytics 🔹 Real-time visibility 🔹 AI-driven insights That’s not where it starts. That’s where it ends — if you choose the right partner. True...
by Michael Replogle | Jun 12, 2025 | Blogs
Most organizations enter CX outsourcing conversations with a single goal in mind: cutting costs. That’s fair. Labor arbitrage, overhead reduction, and operational streamlining are real, tangible benefits of outsourced CX. But this mindset treats outsourcing strictly...
by Michael Replogle | Jun 11, 2025 | Blogs
Pressure doesn’t crack organizations. It reveals the cracks already there. When a contact center buckles under pressure from seasonality, client demands, regulatory shifts, or an unexpected outage, it’s not about the stressor. It’s about the systems — or lack...
by Michael Replogle | Jun 10, 2025 | Blogs
You don’t need to banish vendor competition to keep operations smooth. But you don’t need 10 BPO vendors to create accountability. There’s a very productive middle ground I’d love to see more folks exploring with Champion-Challenger models. 🔷 Champion: Handles the...
