The Signal > May 2026
Updated: 9 hours ago
From the Desk of the CEO
Hey everyone, welcome to May's edition of The Signal.
This has been a big month for World Connection. We officially launched our new website, and I could not be more proud of what the team put together. It is a reflection of everything we have built over 20-plus years and a clear signal of where we are headed. More on that inside.
We also kicked off our monthly Leadership Luncheon series this month, starting with Words That Work. Investing in our leaders is investing in our culture, and this is just the beginning. As always, reply anytime.
Adam Bentley
Co-CEO, World Connection
abentley@worldconnection.com | worldconnection.com
01 THE BIG STORY THIS MONTH
World Connection 2.0 Is Live
This month we officially launched the new worldconnection.com, and it is more than a website refresh. It is a statement about who we are, where we have been, and where we are going.
Owner-led. In-center. Built for companies who need real outcomes, not just headcount.
Over 20 years ago, our Boise operation started in a garage. Today we support 48 brands, 1,200 team members across the U.S. and Guatemala, and help generate over $50M in revenue for our clients every year. The new site reflects all of that clearly for the first time.
The redesign was built around one idea: genuine outsourcing. Not just a vendor relationship, but a real partnership where the people running your operation are invested in your success. The site showcases our expanded solutions, our operator-led approach, and the kind of social proof that only comes from two decades of doing the work.
We are proud of this milestone. If you have not seen it yet, head over to worldconnection.com and take a look. We would love to hear what you think.
02 ALSO ON OUR RADAR
The AI Pullback Is Real, and It Proves What We Have Always Known
For the past few years, the narrative in our industry was that AI would replace human agents. Companies rushed to automate everything, slashed headcount, and handed their customer experience over to chatbots. The results are now coming in, and they are not pretty.
Klarna, one of the most publicized examples of going all-in on AI customer service, reversed course and began rehiring human agents after quality concerns and customer frustration could not be ignored. They are not alone. Gartner now predicts that half of the companies that cut customer service staff due to AI will need to rehire by 2027. Meanwhile, 89% of consumers say companies should always offer the option to speak with a human, and 50% say they would cancel a service if it were solely AI-driven.
The data is clear: vendors showcase 90% automation in demos, but production reality consistently lands at 55 to 70%, and the gap is exactly where customer experience lives or dies. At World Connection, this is not news to us. We have always believed that human connection is the foundation of loyalty. The companies learning that lesson the hard way are the same ones who will be calling us.
Words That Work: Launching Our Monthly Leadership Luncheons
This month, World Connection officially launched its monthly Leadership Luncheon series, a dedicated space for our leaders to grow, connect, and sharpen the skills that drive our culture every single day. Our first session, Words That Work, focused on tone and professional language in a BPO environment.
The most powerful outcome was our team coming together to define their own Tone Non-Negotiables, five commitments that now set the standard for how we communicate at World Connection:
We lead with respect in every interaction. We do not use dismissive, sarcastic, passive-aggressive, vulgar, discriminatory, or disrespectful language, verbally, digitally, or in person.
We assume positive intent and treat everyone equally. We treat every person with professionalism, fairness, and dignity regardless of role, opinion, background, or position within the company.
We communicate thoughtfully, not emotionally. When conversations are sensitive or emotions are high, we pause, re-read, and respond professionally rather than reacting impulsively.
We address issues directly and professionally. Important conversations including 1:1s, feedback, coaching, and conflict resolution should occur respectfully in person whenever possible.
We create a safe, supportive, and accountable workplace. We do not tolerate harassment, discrimination, aggression, toxic behavior, or conduct that negatively impacts others or the workplace environment.
Each month we will tackle a new topic designed to make our leaders stronger and our culture healthier. Stay tuned for what is coming next.
03 GET TO KNOW US
Meet Robert, Chief Sales Officer, Boise
Robert is an Idaho native, born and raised in Boise. He brings a strong blend of professional expertise, authentic relationship-building, and a competitive, results-oriented mindset. He began his career as a litigation claims adjustor with State Farm, where he leveraged that experience to help build the company's first sales call center, launching his long path into outsourcing. With extensive leadership experience across the United States, Philippines, and India, he has built and led thousands of high-performing globally distributed teams.
Fun Facts: Robert was a former Idaho state golf champion and served as Boise State University Student Body Vice President, later becoming a graduate school debate champion at Willamette University. He still enjoys golf and time with his family, including his wife, twin sons, and two Huskies. And for the record: he prefers Spider-Man over Superman, and Kirk over Picard.
Let's Talk About What This Means for You
May has been a month of growth, learning, and momentum at World Connection. If anything here resonates or if you would like to talk about how we can support your business, just reply and we will find time.
Great insights.