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bpo_insights

[BPO Insights] CCaaS Platforms Are Adding Native AI — And BPOs That Depend on Them Are About to Become Redundant

The Feature Announcements Keep Coming Open any CCaaS vendor's product blog from the last 12 months.

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[BPO Insights] The BPO Industry in 2030: Three Scenarios, Three Sets of Winners, One Strategic Decision

The Forking Path Every industry facing technological disruption eventually arrives at a forking path.

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[BPO Insights] Scope Creep Almost Killed Our Best Partnership: How Five Promising Workstreams Paralyzed Everything

The Partnership That Had Everything I'm going to tell you about a partnership that almost died from potential.

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[BPO Insights] Collections AI Economics: How After-Hours Automation Is Reshaping Debt Recovery Operations

The Vertical Nobody Talks About When people discuss AI in the BPO industry, they talk about customer service.

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[BPO Insights] Why Initial AI Deployments Miss Revenue Projections: Understanding Value Beyond First-Month Metrics

Reality I built a beautiful financial model for our first BPO deployment.

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[BPO Insights] Q1 BPO AI Adoption Scorecard: Less Than 5% Have AI in Production While 70% Are "Evaluating"

The Gap Between Saying and Doing I spent Q1 in active conversations with dozens of BPOs across every segment of the outsourcing industry.

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[BPO Insights] AI-Native CX Companies Will Reach $10B Before Traditional BPOs Catch Up

The Number That Should Terrify Every BPO Executive An AI-native CX company reached a $10 billion valuation before its second birthday.

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[BPO Insights] The Hardest Conversation I Have Every Week: Telling BPO Operators Their Timeline Is Wrong

The Calendar That Doesn't Match Every week — and I mean literally every week — I have a version of the same conversation.

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[BPO Insights] 200 Missed Weekend Calls: The Real Cost of No After-Hours Coverage, Quantified Down to the Dollar

The Voicemail Graveyard Every Friday at 5:00 PM, a community health center's phone system switched to voicemail.

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[BPO Insights] "Your AI Needs to Navigate EPIC Without an API" — The Desktop Agent Moment That Changes Everything for Healthcare BPOs

The Statement That Stopped the Call A healthcare BPO operator said something on a discovery call three months ago that reframed our entire technical roadmap.

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[BPO Insights] The RFP Is Changing: What Enterprise Buyers Now Require That They Didn't 18 Months Ago

Not as a nice-to-have checkbox.

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[BPO Insights] When Agentic AI Handles 90% of Tier 1: The Cascading Effects Nobody's Modeling

The Blind Spot in Every AI Business Case Every BPO building an AI business case models the same thing: direct agent cost replacement.