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The 80/20 AI Fallacy: Why Most BPOs Struggle with Automation

Over-relying on AI in customer service can backfire; hybrid human-AI models improve satisfaction, loyalty, and efficiency in BPO.

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Why Humans Remain Crucial for Customer Experience (CX) in the AI and GenAI Era
August 15 2025

"AI should always be used to enhance what humans do best, not replace them."

AI adoption without job erosion: ethical principles every business must consider
August 15 2025

As Generative AI becomes pervasive in modern business, we’re seeing the...

Community Impact Round-Up: February-May
June 04 2025

At Boldr, we believe in driving meaningful change in the communities we serve....

Resources
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Your Customers Deserve Better Than Bots — Why Human-First Support Matters
April 17 2025

Your CEO is not a BPO virgin; they just want to get it right
March 24 2025

C-level leaders of high-growth organizations don’t need to be sold on Business...

Developing an Effective BPO Management Strategy for Customer Service Success
December 03 2024

Making the decision to leverage a BPO for customer support isn’t easy.

Culture
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Mission-driven BPO leader Boldr included in Inc. 5000
August 13 2024

Inc. magazine includes seven-year-old purpose-driven, people-focused global...

Putting the Spotlight on Boldr’s Culture
May 10 2024

Last week, Boldr held its Spotlight Awards ceremony, a quarterly tradition that...

#ICYMI: How we celebrated B-Corp Month
April 10 2024

B Corp Month has come to an end, but we sure had a blast! If you missed any of...

Case Studies
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From Baby Steps to Big Wins: How Babylist Scaled and Strengthened Their Support Team with Boldr
August 12 2025

"They’re the most genuine business partner I’ve found.”

Brewing Better Support: How Boldr Helped Odeko Serve Up Excellence
July 11 2025

"Seriously, you all are the best. Quick to respond, and the issue is normally...

Teeing Off with Exceptional Customer Service
February 18 2025

“GOLFZON needed a customer experience partner to help augment their support...

News
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Why Humans Remain Crucial for Customer Experience (CX) in the AI and GenAI Era
August 15 2025

"AI should always be used to enhance what humans do best, not replace them."

AI adoption without job erosion: ethical principles every business must consider
August 15 2025

As Generative AI becomes pervasive in modern business, we’re seeing the...

Boldr for the 4th Year in a Row named in the 2025 Inc. 5000 list of the fastest growing private companies in the USA.
August 14 2025

"This is a great achievement for our business, to be selected for the fourth...

Outsourcing
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Why we're doubling down on humans in the age of AI
July 29 2025

“Boldr isn't defined by its tools; we're defined by our team.”

Headcount is dead: Why outsourcing must be outcome-driven in an AI era
July 15 2025

For years, outsourcing success was measured in headcount: more people meant...

Congratulations! Your AHT has grown by 30%! Wait, what?
July 08 2025

If your customer support metrics look worse after implementing AI,...