Mike McWilliams

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 constraints and aging infrastructure. 𝗞𝗲𝘆 𝘃𝗮𝗿𝗶𝗮𝗯𝗹𝗲𝘀 𝘁𝗵𝗮𝘁 𝗰𝗵𝗮𝗻𝗴𝗲 𝘁𝗵𝗲 𝗲𝗾𝘂𝗮𝘁𝗶𝗼𝗻: 🔹 Industry regulations 🔹 Customer lifecycle complexity 🔹 Internal vendor management capacity 🔹 Labor mix (W2 vs. 1099 vs. EOR) 🔹 Required SLAs (by channel) 🔹 Degree of AI-readiness 🔹 Near-term vs. long-term cost pressures 🔹 This list gets pretty long, but you get the idea. 𝗬𝗼𝘂 𝗱𝗼𝗻’𝘁 𝗻𝗲𝗲𝗱 𝘁𝗼 𝗳𝗶𝗴𝘂𝗿𝗲 𝘁𝗵𝗶𝘀 𝗼𝘂𝘁 𝗮𝗹𝗼𝗻𝗲. I’ve helped clients across industries — healthcare, energy, retail, hospitality, finance, etc. — architect contact center strategies that: ✅ Reduce cost per contact — without cutting corners ✅ Boost NPS through specialization and coverage ✅ Enable continuous to-spec service quality across LATAM, APAC, and EMEA ✅ Maintain agility to scale or pivot without replatforming At Site Selection Group (https://bit.ly/43bQSz9), we have access to a vetted database of geographical insights. After 38 years in the contact center space, our network encompasses countless pre-vetted BPO providers across onshore, nearshore, and offshore regions. And our expertise in CX, outsourcing, and operational leadership enables us to match clients with the right-fit partners based on actual business constraints (not slide decks and RFPs). We can help you maximize the value of CX outsourcing. Check out my video on how: https://bit.ly/3ZgTTvD #Consulting #Outsourcing #BPO

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When AI really started gaining steam a couple of years ago, many people guessed that it likely meant the end of Call Centers and Human Customer Service on the phone. However, in the past few years, we've seen tremendous growth in the demand for human agents because of how AI is enhancing the customer and CS agent experience. Thanks to Chris Kesler for the great conversation about how AI is revolutionizing the contact center industry, but not in the way it was originally predicted.

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🌟 OnCalla LLC: Comprehensive Call Center Services in Rhode Island 🌟 Looking for inbound call center providers in Rhode Island? At OnCalla LLC, we deliver professional customer support, medical call center solutions, and 24/7 answering services. Recognized among the best call center companies in Rhode Island, we help businesses across industries improve customer satisfaction and streamline operations. 👉 Learn more: https://lnkd.in/g9fRnyen 📍 Local Coverage Across Rhode Island We proudly serve businesses in the top 25 cities and towns across Rhode Island, ensuring local expertise with nationwide quality: • Providence inbound call center services • Warwick call center providers • Cranston medical call center solutions • Pawtucket customer support call center • East Providence best call center companies • Woonsocket inbound call center support • Coventry call center outsourcing • Cumberland medical call center providers • North Providence inbound call center solutions • South Kingstown customer service call center • West Warwick call center providers • Johnston inbound call center services • North Kingstown medical call center support • Newport best call center companies • Bristol inbound call center providers • Westerly medical call center solutions • Lincoln customer support call center • Smithfield inbound call center services • Central Falls call center providers • Portsmouth medical call center outsourcing • Barrington inbound call center support • Middletown best call center companies • Narragansett medical call center providers • Scituate inbound call center services • Glocester customer service call center By combining local Rhode Island expertise with national call center standards, OnCalla LLC ensures your customers receive the care and attention they deserve. 🔖 Hashtag Sets for LinkedIn Visibility Professional Hashtags hashtag#CustomerExperience hashtag#BusinessSolutions hashtag#ClientSupport hashtag#OperationalExcellence hashtag#ProfessionalServices Local Rhode Island Hashtags hashtag#RhodeIslandBusiness hashtag#ProvidenceRI hashtag#WarwickRI hashtag#CranstonRI hashtag#PawtucketRI hashtag#OceanState hashtag#RICompanies Industry‑Focused Hashtags hashtag#CallCenterServices hashtag#InboundCallCenter hashtag#MedicalCallCenter hashtag#BestCallCenterCompanies hashtag#CustomerSupportSolutions

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🧠 Errors are feedback, not failure. In BPO, we’re wired to minimize mistakes. But when perfection becomes the goal, growth gets sidelined. The best CX teams aren’t flawless. They’re fearless. They operate in cultures where missteps spark learning, not blame. Where agents are trusted to think, not just execute. If we want innovation at the edge, we need to normalize the messy middle, where experiments happen, feedback flows, and real progress begins. Because when people feel safe to get it wrong, they’re far more likely to get it right. #CX #BPO #POSitivelyDifferentCX #POSCX

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Outsourcing your contact center might be the smartest move you make this year. This blog from HGS breaks down 7 powerful reasons why businesses are turning to outsourcing to boost efficiency, reduce costs, and deliver exceptional CX.

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What I enjoy most about working within the same business network, is watching how the perception of BPO shifts. At first, executives are cautious... concerned about expectations, security, or even losing control. But when they see the results we deliver in their own industry and within their community, those fears fade. That’s when trust grows to more responsibilities, new positions, stronger referrals, and, ultimately, they realize that having a strategic ally like EXECUTEL brings value that goes far beyond cost savings.

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Most CX leaders aren’t struggling with AI. They’re struggling with trade-offs. You can: Protect margin. Or protect experience. Standardize everything. Or empower judgment. Push self-service hard. Or make it easy to reach a human. Every decision looks small in isolation. But stacked together? They define your brand. The hard part of leading CX in 2026 isn’t technology. It’s deciding where you’re willing to disappoint someone: Finance. Operations. The customer. Or your team. The best leaders I see are clear on one thing: They choose intentionally. Not reactively. If you’re leading a service organization right now, What trade-off are you being forced to make this quarter?

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https://lnkd.in/d7riUt_z In today’s modern workplaces—especially in the BPO industry where we often work night shifts—chronic cough and cold are common due to constant temperature shifts in and out of air-conditioned offices. What if you could ease this during work hours—without leaving your desk or taking medicines? - The answer lies in your own hands. 🖐️ Through Mudra Science—an ancient, scientifically-backed practice—you can activate natural healing pathways using just your fingers. No pills, No side effects, Just mindful hand gestures that restore balance. Sharing this because I’ve successfully used it myself—simple, effective, and empowering. Curious to know how? 👇 #CorporateWellness #LeadershipWellness #WorkplaceHealth #MudraScience #TaskUsWellness #TeammatesWellbeing #TaskUsCares

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Collections isn’t just about calling more, it’s about understanding more. When support is personalized, everything changes. Recently, a U.S. financial institution came to us with a familiar challenge: rising overdue accounts, limited visibility into customer behavior, and QA processes that weren’t scaling. At TP, we paired AI-powered predictive analytics with focused expert training and a streamlined QA framework. The outcome: clearer insight, smarter segmentation, and truly tailored conversations that moved the needle, respectfully and efficiently. If you’re rethinking your approach to collections, this is a great place to start 👇 👉 https://lnkd.in/dtriXZfH #TPBeInspired #AI #Collections #CustomerExperience

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Here’s why I like this Service to Sales model: it doesn’t try to force sales, it turns support conversations into value-driven offers just when they matter. By blending behavioral data, intent recognition, and coaching, TTEC helps transform routine care interactions into real revenue, while keeping CX tight. Curious how support + sales can coexist? This explains it: https://okt.to/b1jsfa

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Addressing the growing expectations of customers while updating outdated contact centers is a significant hurdle for utilities. ResultsCX assisted a top energy provider in executing a comprehensive CCaaS transformation within 90 days, establishing a scalable, agile, and future-ready customer experience platform. Read the full story: https://gag.gl/XxxxDX.

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In the fast-changing energy industry, updating CX platforms is essential for agility, compliance, and maintaining customer trust. A top energy provider in North America teamed up with ResultsCX to implement a comprehensive CCaaS transformation. The outcome: a contact center designed for efficiency, scalability, and exceptional customer engagement in only 90 days. Read on - https://gag.gl/71Hkti.

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In the fast-changing energy industry, updating CX platforms is essential for flexibility, compliance, and building customer trust. A top energy provider in North America collaborated with ResultsCX to achieve comprehensive CCaaS transformation. The outcome: a contact center designed for efficiency, scalability, and exceptional customer interaction, all accomplished in just 90 days. Read on - https://gag.gl/71Hkti.

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CX is no longer just a support function - it's a growth engine. From AI-driven personalization and predictive analytics to seamless omnichannel journeys and smarter performance metrics, the CX landscape is rapidly transforming. Discover the key trends shaping the future of CX in 2025 #CX #AI #Omnichannel #CXTrends #CustomerSuccess #FutureOfCX ContactPoint 360

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“We aren’t satisfied with our current BPO…but we’re focused on AI right now.” I’ve heard versions of this in many conversations at CX conferences over the past several months. This quote assumes that AI initiatives and BPO partnerships are separate conversations. That BPOs won’t support the transition. Or perhaps unspoken, that there is a sentiment that BPO’s will resist automation to protect seat-based revenue. But AI initiatives shouldn’t delay decisions to partner with the right BPO. The BPO partners that succeed in this shift will focus on: 1.    Shared value creation where automation and outcomes benefit both sides. 2.    Carefully select what the right tools are, and who controls them.  3.    Capable of transitioning from legacy conversation handling to decision routing. AI will change the economics of CX operations. But someone still has to run the environment where those decisions actually play out and the right partners are embracing the change. CCW Digital, iQor

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If your IVR feels like a "digital maze," you aren’t saving money—you’re burning customer loyalty. In the BPO world, we often treat the Interactive Voice Response (IVR) system as a shield to deflect calls. But the modern customer doesn't want to be deflected; they want to be directed. The goal isn't to keep people off the phones; it's to ensure that when they do reach a human, they are primed for a resolution, not a confrontation. Here is how we are evolving IVR from a barrier into a strategic asset: 1. Zero-Party Data Integration Stop asking customers for their account numbers if they’re calling from the mobile number on file. Use CTI (Computer Telephony Integration) to recognize the caller instantly. • The Goal: Move straight to: "Hi Sarah, are you calling about your recent order #1234?" 2. The "Visual IVR" Pivot Traditional voice menus are linear and slow. By sending a secure link to a Visual IVR via SMS, we allow customers to navigate complex menus, upload documents, or select dates on a calendar with a tap. • The Result: Massive drops in Average Handle Time (AHT) and higher First Contact Resolution (FCR). 3. Conversational AI (NLU) over "Press 1" Static menus are dying. Natural Language Understanding (NLU) allows customers to speak their problems in plain English. • Pro-tip: Don't just ask "How can I help you?" Give them examples like, "You can say 'Check my balance' or 'Technical support.'" 4. Intelligent Call-Back (The "Queue Killer") Nothing kills CSAT faster than hold music. Offering a "Position-in-Queue" call-back allows the customer to go about their day while keeping their place in line. It balances the workload for our agents and respects the customer’s time. The Bottom Line: An IVR should be a concierge, not a gatekeeper. When you optimize the entry point, you set your BPO agents up for success and your customers for satisfaction. #BPO #CustomerExperience #IVR #ContactCenter #CXTech #DigitalTransformation #Marketing

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The CFO role has shifted faster than almost any other in the business. Finance teams are now expected to manage reporting, automation, analytics and strategy all at once, and the pressure is real when capacity or capability is stretched. What changes everything is having the right structure around them. When leaders have access to highly skilled, AI-ready global talent, they can keep strategic work close to the business while building a seamless extension of their team offshore for other tasks. That blend of capability, continuity, and clarity is what gives CFOs the space to think, innovate and lead. And it is becoming one of the most important conversations in finance today. 

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