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The Future of BPOs: From Commodity Outsourcing to Strategic Partnership

Outsourcing has long been seen as a numbers game — low cost, high volume, little connection. But what happens when leaders refuse to play by those rules?

In this episode of CX Roundtable, host Sarah Caminiti brings together three of the most forward-thinking BPO executives — Craig Crisler (SupportNinja), Greg Collins (Boldr), and Blair Wilen (Ethos Support) — to dismantle outdated models and define what good outsourcing should look like.

Together, they explore:

• Why the old commoditized BPO model is broken — and what replaces it.
• How treating outsourcing partners as extensions of your CX team changes everything.
• The role of AI as a tool, not a strategy in scaling customer experience.
• What to ask when evaluating a BPO (hint: it’s not about average handle time).
• How investing in agents’ careers and well-being drives customer loyalty and revenue growth.

This isn’t about “ethical outsourcing” as a buzzword. It’s about the future of BPOs as strategic partners — building customer experiences that are human, empathetic, and growth-focused.

Whether you’re a CX leader, founder, or executive weighing a BPO partnership, this episode gives you a clear lens into what sustainable, people-first outsourcing looks like.

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