Blog

From the floor. Not the boardroom.

What we have learned from 30 years of running contact centers, building AI tools, and refusing to go offshore.

FCC
2026

March 25, 2026 · BREAKING

FCC Offshore Call Center Rules 2026: What the New Ruling Means

The FCC votes tomorrow on sweeping offshore call center restrictions. Caps, English proficiency mandates, sensitive data bans, consumer transfer rights. Full breakdown.

Industry

Why Offshore Contact Centers Are Costing You More Than You Think

The per-seat rate is a lie. Here is the total cost nobody shows you. Hidden fees, turnover, retraining, and the customer churn that never makes it into the spreadsheet.

March 2026 · 6 min read

From the Floor.

Insights from 30 years in contact center operations.

AI & QA

Scoring 2% of Calls Is Not Quality Assurance

How AI-powered QA changed everything about quality monitoring. And why most BPOs are still pretending the old way works.

February 2026 · 5 min read

Regulation

The FCC Is Coming for Offshore Call Centers

New proposals targeting overseas operations. What it means for your BPO relationship and why domestic providers are positioned to win.

January 2026 · 4 min read