Observations on customer operations, outsourcing, leadership and the assumptions worth questioning. Written by Dave D’Arcy.
BPO State of the Nation 2026
What happens when improving efficiency reduces the hours your business sells? What are the green reports missing? And why are we buying AI before agreeing what needs fixing?
Start with Dave’s free four-page key findings. Or explore the full report and practical decision tools, listed at £149 on Payhip.
What’s inside the report?Practical experience, different perspectives and questions facing the industry.
18 March 2026
Most contact centre and BPO operations are still measured on activity, hours, headcount, and SLAs, rather than what the business actually cares about. Hours to Outcomes shifts the focus to real performance, identifying where effort isn’t translating into results and where value is being lost. It’s a simple way to see what’s really driving outcomes, and what needs to change.
Read article28 February 2026
If outcome based pricing is going to work in customer support, it must be commercially credible for both the BPO and the client. It must improve client economics and provide predictable, sustainable revenue for the BPO. It cannot be vague, ideological or dependent on goodwill. WE HAVE TO HOLD THIS DEBATE. NOW!
Read article28 February 2026
The BPO industry remains anchored to a cost per seat model that delivered past success but now risks long term commoditisation. Whether multinational, founder led or start up, operators must confront the reality that efficiency alone is no longer differentiation. Sustainable growth will come from demonstrating measurable business impact, not from refining productivity metrics that everyone else can match.
Read article23 February 2026
Most "AI transformation" in customer experience is just cost cutting with better slides. Here's how to tell the difference, and why getting it wrong will make your contact centre irrelevant.
Read articleA problem to solve? An opportunity to explore?
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