Module 7: The Future of BPO and Outsourced CX

Navigate the complex world of BPO models with Alex Ross. Explore the critical tradeoffs between onshore, nearshore, offshore, and hybrid setups. Align your choice with brand values, compliance needs, and customer expectations to ensure your "cheapest seat" isn't your costliest.

Don't let distance dilute your brand. Jose Herrera reveals how to bridge the "us vs. them" gap by embedding your culture into BPO teams. Master immersion training, values-based QA, and feedback loops that ensure every outsourced interaction feels 100% like your own internal team.

Move beyond basic SLAs to a mature performance framework. Nadira Garufi shares how to build joint scorecards and strategic QBRs that focus on outcomes like churn and LTV. Learn the rituals—from calibration to innovation demos—that turn a vendor into a high-performing partner.