by Michael Replogle | Jun 9, 2025 | Blogs
Operational intelligence isn’t a dashboard. It’s not your BI platform. And it’s not just AI doing clever things in the background. Operational intelligence is what your BPO partner brings to the table before a contract is signed — and long after a WFM forecast...
by Michael Replogle | Jun 7, 2025 | Blogs
Too often, “customer-first” means “agent-last.” 😑 It doesn’t have to be that way. I’ve consulted with CX orgs where every metric was tied to customer satisfaction, but agent turnover was out of control. Why? Because leadership was managing the customer...
by Michael Replogle | Jun 5, 2025 | Blogs
Last month, I polled your biggest concerns with AI in healthcare contact centers. The results tell a story, but it’s not really about AI. It’s about readiness. Here’s my perspective. AI adoption doesn’t make your team strategic. It reveals whether they already...
by Michael Replogle | Jun 3, 2025 | Blogs
Too many CX strategies chase moments of delight. 🙅 Surprise perks (that customers don’t need or even want) 🙅 Swag (ad junk) 🙅 One-time discounts (that expire before they really become useful) 🙅 Personalized messages and empathy (that are obviously scripted and...
by Michael Replogle | Jun 3, 2025 | Blogs
A big question organizations face when optimizing (or building out) a BPO strategy: Do you consolidate operations with a single provider or distribute them across multiple partners? There’s no universal right answer, but there are good ideas … and bad ones. If you’re...
by Michael Replogle | Apr 22, 2025 | Blogs
Gainshare is a mindset shift. Most of my clients have never even heard of it before working with me — and if they have, it’s usually framed as a punitive mechanism rather than a partnership model that rewards innovation as much as basic compliance. Most...
