AI adoption across contact centers is accelerating, but many organizations are still struggling to translate technology investments into measurable CX and operational results. In this conversation, Christa Heibel, CEO of CH Consulting Group, sits down with Corey Kotlarz, Founder of Outsource Consultants, to discuss what is truly changing in the BPO and CX landscape and what leaders need to pay attention to moving into 2025 and 2026.
Corey brings more than three decades of experience in the contact center industry and a rare perspective that spans both enterprise clients and BPO providers. A central theme of the discussion is that the traditional outsourcing model is no longer enough. Labor-only BPO relationships are giving way to more integrated CX partnerships, where technology, workforce strategy, and performance outcomes must work together.
One of the clearest realities discussed is speed. AI and CX technology are evolving faster than most internal teams or mid-sized BPO IT organizations can reasonably manage on their own. Expecting clients to continuously evaluate, implement, and optimize emerging tools often leads to stalled initiatives or outdated solutions. Corey explains that responsibility is increasingly shifting to BPO partners to maintain modern tech stacks, test real use cases, and demonstrate proven results over time.
The conversation also challenges the narrow way AI is often discussed in the market. Rather than focusing only on chatbots or voice bots, Corey outlines several operational capabilities that are becoming table stakes for competitive BPOs. These include accent reduction technology, AI-driven training and simulated coaching, full-call QA coverage, conversational AI for digital channels, and agent assist tools that help agents work more efficiently. When implemented with discipline, these capabilities are already delivering improvements in CSAT, productivity, and cost control.
Labor strategy remains central to CX performance. While automation and digital tools are changing headcount models, voice and human support continue to play a critical role. What is shifting is how BPOs structure their value. Outcome-based pricing models are emerging, placing accountability on the BPO to deliver measurable efficiency and performance improvements rather than simply providing seats. This reinforces a broader shift toward BPOs acting as CX partners, not staffing vendors.
Global delivery strategy is also evolving. Corey highlights strong momentum in markets like Egypt, driven by cost efficiency, language access, and performance results. At the same time, nearshore markets are experiencing price pressure due to supply and demand, forcing organizations to reassess where true ROI still exists in their outsourcing strategies.
Throughout the discussion, Christa and Corey return to a shared conclusion. AI delivers results only when it is grounded in operational discipline. Without strong leadership, defined workflows, effective training, and active performance management, technology alone will not fix CX challenges. Organizations that align people, process, and technology and hold partners accountable for outcomes are the ones positioned to scale successfully.
