Call Center Outsourcing Podcast
Focus Services, LLC - BenJoe MarklandThe Call Center Outsourcing Podcast by Focus Services explores the latest trends in call center outsourcing, AI-powered customer support, and global BPO strategies. Hosted by BenJoe Markland, President and COO, and Jan Santafede, VP of Marketing, this podcast delivers expert insights on scaling customer experience, improving operational efficiency, and leveraging AI solutions for call center envir... more
| Publishes | Daily | Episodes | 28 | Founded | 2 months ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | ManagementBusiness | |||
Listen to this Podcast
Latest Episodes
(00:00:00) BPO Services: Strategic Outsourcing for Modern Business
(00:00:21) The Evolution of Modern BPO Services
(00:00:59) Core Functions Companies Outsource
(00:01:32) Choosing the Right BPO Partner
(00:02:03) Reducing Tranistion Risk and Mai... more
(00:00:00) Call Center BPO: Strategy Guide for 2026
(00:00:52) What Modern Call Center BPO Is?
(00:01:10) In-House vs. Outsourced Support
(00:01:30) Why Organizations Choose BPO Now
(00:01:46) AI in Call Center Operations
(00:02:21) Evaluating t... more
(00:00:00) Customer Service and Outsourcing A Strategic Guide
(00:00:28) The Modern Landscape
(00:01:11) Why Companies Outsource Customer Service
(00:02:14) Maintaining Quality — Benchmarks & Controls
(00:02:57) Selecting the Right Outsourcing Pa... more
(00:00:00) Customer Services Outsourcing Companies in 2026
(00:00:53) The Evolution: From Cost Savings to Omnichannel Strategic Partners
(00:01:25) Geographic Diversification & Risk Management
(00:01:52) Evaluating Service Quality & Key Performanc... more
(00:00:00) Outbound Call Center Outsourcing Strategic Guide 2026
(00:01:00) The Outbound Landscape: Technology and Operational Models
(00:01:32) Service Categories: Where Outbound Drives Value
(00:02:04) Strategic Advantages: Cost, Expertise, and ... more
(00:00:00) Agent Customer Care How AI Agents Boost CSAT in 2026
(00:00:49) The Evolution of Agent Customer Care
(00:01:23) How AI Transforms Daily Operations
(00:01:53) Measurable CSAT Improvements & The Data
(00:02:36) Training, Onboarding & Acc... more
(00:00:00) Saving Money with Call Center Outsourcing in 2026
(00:00:36) Modern Call Center Landscape
(00:01:03) Technology Infrastructure Requirements
(00:01:40) How to Choose the Right Call Center
(00:02:21) How Outsourcing Actually Saves Money more
(00:00:00) Contact Center Outsourcing Scale, AI, and Security for 2026
(00:00:34) Why Outsource? Strategic Benefits
(00:01:19) Technology Infrastructure & AI Integration
(00:02:16) Scalability, Workforce Flexibility & Business Continuity
(00:02:4... more
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Apple Podcasts | #185 |  Philippines/Business/Management |
Top Management Podcasts
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| Listeners per Episode | Gender Skew | Location | |||
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| Interests | Professions | Age Range | |||
| Household Income | Social Media Reach | ||||
Frequently Asked Questions About Call Center Outsourcing Podcast
What is Call Center Outsourcing Podcast about and what kind of topics does it cover?
This show focuses on call center outsourcing, AI-powered support, and global BPO strategies, with an emphasis on scaling customer experience, improving operational efficiency, and leveraging technology to modernize support operations. Across recent episodes, topics include workforce management, onboarding and training, omnichannel experiences, and the practical governance required to sustain performance at scale. The conversations often frame outsourcing as a growth enabler rather than a cost-cutting tactic, and frequently highlight the role of AI as a supportive tool that augments human agents, along with real-world metrics and actionable playbooks for dashboards, campaigns, and vendor evaluation.
A standout throughline is the integration... more
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How many listeners does Call Center Outsourcing Podcast get?
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How many episodes of Call Center Outsourcing Podcast are there?
Call Center Outsourcing Podcast launched 2 months ago and published 28 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
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