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No-Bull Q&As 🚫💩

Candid interviews with BPO & CX industry insiders and experts...without the bull!

Steve Weston: The Gaps Between BPO Leadership and CX Realities

Steve Weston No-Bull Q&A

Joining us in BPO Bullhorn today is mega consultant and industry powerhouse Steve Weston, Founder at Apex CX, who I caught up with in Trinidad in October for iQor's first Analyst Day.


Steve's here to break down:


🎯 CX strategy misalignments with operations

📊 Effective use of mountains of data

🤝 Leadership styles for operational success

🛠️ Overlooked power of WFM in BPO efficiency


Let's get into it!


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Q: Can you explain the disconnect between BPO leaders and the reality of contact center operations? What’s holding them back?

A: Sure. There’s a big disconnect in having a well-defined CX strategy at the corporate level, but it often doesn’t reach the operations centers. The ops team ends up delivering in a way that conflicts with the corporate strategy. So it’s one thing having a clear strategy, but another to actually ensure you align operations to deliver on it.


Looking at quality data and making minor tweaks can help bridge that gap, keeping everyone moving in the same direction and bringing consistency across the board.


Q: BPOs have all this automated QA data but aren’t using it. How do they make that data actionable?

A: A lot of companies have the data, but they’re buried under it. They need good data analysts who can pull out what matters and turn it into action. For example, maybe they will find out certain call types should be automated, freeing agents up to handle more complex stuff. That improves efficiency and the customer experience. Many companies give up because they get overwhelmed by the tools. The tools work—they just need the right people to make sense of the data.


Q: What kind of leadership style should BPOs adopt to fix these issues?

A: Leaders need to be hands-on and personable, and they have to communicate a clear vision all the way down to the ops teams. Too often, operations directors are doing their own thing because they’re not getting the right direction. Leaders need to be involved, review the same data as their teams, and coach them based on what the data is showing.


It’s an ongoing process—constantly tweaking to keep operations aligned with the overall vision.


Q: Besides QA data, are there other areas BPOs overlook that could make a difference?

A: Workforce management, for sure—forecasting, scheduling, and adherence. If you get it right, you can increase capacity by 20-25%. A solid system means you can handle more business without adding more staff. It’s all about efficiency.


Q: What’s one thing you believe about the BPO industry that might ruffle some feathers?

A: Two years ago, I said if BPOs didn’t start embracing AI, their clients would leave them. Everyone laughed, but now they’re scrambling to get the tech. Also, clients don’t just want “butts in seats” anymore. They want real partners who help improve customer interactions. BPOs that don’t get that won’t last very long.



Connect with Steve on LinkedIn here to continue the discussion.


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