bpo_insights

bpo_insights

[BPO Insights] A Client Gave Us Feedback That Changed Our Product Roadmap

The operator was their AI operations lead, someone who had transitioned from a senior agent role into managing the AI deployment.

bpo_insights

[BPO Insights] What 10,000 AI-Handled Calls Teach You That 10 Demos Never Will

The Demo Delusion Every AI voice agent demo I've ever seen -- including our own -- follows the same pattern.

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[BPO Insights] The Stakeholder Map: The One Deliverable That Should Come Before Every BPO Deal

The Deliverable Nobody Builds I've reviewed over 80 BPO deal opportunities in the last 18 months.

bpo_insights

[BPO Insights] The BPO Competitive Response Playbook: What Happens When Your Competitor Deploys AI First

The Phone Call You Don't Want to Receive Your largest client calls.

bpo_insights

[BPO Insights] Digital Twins in CX: Why Every Enterprise Will Have an AI Clone of Their Best Agent

The Best Agent Problem Every BPO operation has a performance distribution.

bpo_insights

[BPO Insights] The Integration Nobody Warned Us About

The Integrations We Planned For When we started building an AI voice platform for healthcare CX, we mapped every system integration we'd need.

bpo_insights

[BPO Insights] The Free Pilot Economics: Why Giving Away 30 Days Accelerates Revenue by 6 Months

The Enterprise Sales Cycle Is Broken Here's the traditional enterprise sales cycle for selling AI to a BPO.

bpo_insights

[BPO Insights] How to Pitch AI to Your Enterprise Client Without Scaring Them

The Real Fear Isn't the Technology I've talked to dozens of BPO operators over the past year.

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[BPO Insights] The BPO Buyer's Tech Stack: What's Getting Replaced and What's Staying

The Stack Has Been Static for a Decade Walk into any BPO operation running 500+ seats and the technology stack looks roughly the same as it did in 2015.

bpo_insights

[BPO Insights] The AI-CRM: Why BPOs Need a Customer Intelligence Layer, Not Just a Dialer

The Data Nobody Collects Here's what happens at a typical BPO when a customer calls.

bpo_insights

[BPO Insights] From 0 to 5 Production Deployments: The Playbook We Built

Deployment Zero Before I talk about the five deployments, I need to talk about the one that preceded them.

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[BPO Insights] The ROI Model That Closes Deals: Building a One-Page Financial Case for AI

The CFO Doesn't Care About Your Demo Every AI vendor has a compelling demo.