Blog
Insights on customer experience and contact center operations
Thoughts on empathetic customer support, workforce strategy, and building contact centers that scale.
FedRAMP Compliant Contact Centers: A Buyer's Guide for Government Agencies
Government agencies evaluating contact center technology must understand FedRAMP requirements before they buy. This guide explains what FedRAMP means for contact center procurement and what to ask vendors.
Chip George, President - US Federal
FEMA, Disaster Relief, and the Case for Rapid-Deployment Contact Center Support
When disaster strikes, contact centers become lifelines. Here's why rapid-deployment capability, mission-aligned agents, and 24/7 operational continuity are essential for disaster relief contact center programs.
Chip George, President - US Federal
Why US-Based Contact Center Outsourcing Outperforms Offshore Every Time
Discover why US-based contact center outsourcing consistently delivers better customer outcomes, higher compliance confidence, and stronger ROI than offshore alternatives.
Chip George, President - US Federal
AI That Makes Your Agents Better: Enhancing Human CX Performance With Intelligent Tools
Paul Szerszen, SVP of Professional Services & Customer Operations
Fast-Track Your CX: How AI-Driven Software Development Accelerates Process Improvements
Joe Sullivan, VP of Product Development
The End of IVR Purgatory: How Agentic AI Routes Customers to Real People Seamlessly
Doug Dewey, Co-Founder & CGO
Why Outcomes-Based CX Outsourcing Outperforms Activity-Based Every Time
Gary Hale, Co-Founder & CEO
Customer Data Is a Trust Asset: Why Security and Integrity in CX Can't Be Compromised
Chip George, President - US Federal
CX Technology Has Changed Everything — Except What Matters Most
Joe Sullivan, VP of Product Development
How to Make Your Customers Actually Enjoy Contacting You
Gary Hale, Co-Founder & CEO
CX BPO Done Right: Why Continuous Improvement Is the Only Model That Works
Paul Szerszen, SVP of Professional Services & Customer Operations
7 Warning Signs Your CX System Needs a Reboot
Doug Dewey, Co-Founder & CGO
The Real Price of Going Offshore: True and Total Costs of CX Outsourcing
Mariano Diaz-Bonilla, CFO
Top 10 U.S.-Based BPO Providers: A Complete Guide for 2026
Discover the top 10 U.S.-based BPO providers for 2026, why domestic outsourcing is gaining momentum, and how partners like Mpathic deliver high-quality, compliant, empathy-driven customer support.
Why High-Growth SaaS Companies Choose Onshore Support
In today's fast-paced environment, SaaS customer support outsourcing has become essential for efficiency, cost reduction, and higher customer satisfaction. Learn the key benefits, steps to get started, and best practices, and see how Mpathic supports high-growth SaaS companies with industry-leading BPO and contact center solutions.
Government Contact Center Services: Why Security & Citizenship Matter More Than Ever
Why U.S.-based, security-cleared contact center services are becoming essential for government agencies that must protect sensitive citizen data while delivering empathetic, high-quality support.
Healthcare Call Center Outsourcing: Why Empathy and Compliance Are Non-Negotiable
In healthcare call center outsourcing, empathy and rigorous compliance are non-negotiable. This post explains why traditional low-cost BPO models often fail healthcare organizations and how a domestic, empathy-first, HIPAA-focused approach delivers better outcomes for patients and providers.
CCaaS Implementation Partner: How to Choose the Right One for Your Contact Center
Choosing the wrong CCaaS implementation partner is one of the most expensive mistakes in contact center transformation. Here’s what to look for — and what to avoid.
How to Choose a Contact Center Outsourcing Company: Buyer Guide 2026
Not all contact center outsourcing companies are created equal. This 2026 buyer guide walks you through exactly what to evaluate — and what to watch out for.
In-House vs. Outsourced Call Center: A Decision Framework for CX Leaders
Should you run your own call center or outsource it? This decision framework helps CX leaders weigh the real trade-offs and choose the right model for their organization.
Onshore vs. Offshore BPO: The True Cost of Customer Service Outsourcing
When scaling customer support, business leaders often face a pivotal decision: should we keep operations close to home, or send them offshore to reduce costs? For years, the offshore business process ...
Contact Center Migration: A Step-by-Step Guide to Switching Platforms
Switching contact center platforms is complex — but a well-executed migration doesn’t have to be painful. This step-by-step guide covers everything from discovery through go-live.
How to Improve First Call Resolution: Proven Strategies for 90%+ FCR
First Call Resolution above 90% is achievable — Mpathic has done it. Here are the proven strategies that get contact centers there and keep them there.
7 Signs Your Call Center Needs Modernization: Readiness Assessment
Is your call center falling behind? Discover the 7 warning signs that signal it's time to modernize — and what to do about each one.
Why Onshore BPO Services Deliver Better ROI Than You Think
The real cost of offshore outsourcing goes far beyond the hourly rate. When you factor in repeat contacts, supervision overhead, and brand risk, U.S.-based BPO delivers stronger returns than most executives expect.